Allow side conversation content to viewed via email notification
As a user it would be useful to see side conversation content on an email notification without having to click into the ticket. This can surely be possible if side conversation placeholders were added, we could then add these to the triggers.
Could save a lot of user clicks and time.
+1 for sure!
Many of our agents rely on trigger emails to learn about new ticket replies. These notification emails include the latest ticket reply, allowing the agent to immediately prioritize the ticket and even begin working on the issue without opening Zendesk. Side conversation reply placeholders would allow this same workflow for updates to side conversations (and save agents a handful of clicks).
We use side conversations extensively to deal with literal side conversations that spring up when either our customer or someone from our team needs to converse with a smaller subset of people involved in the main ticket. Having the content of the side conversation in the email notification would save time and steps, particularly when we're mobile and don't have access to the desktop browser app.
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