Allow side conversation content to viewed via email notification

4 Kommentare

  • Budke, John

    +1 for sure!

  • Eli Towle


    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).

  • Michael Mallinson

    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.

  • Jimmy Rufo



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