Easier way to review text (sms) history
GeplantFeature Request Summary:
The "Message details" box in the talk history section is unusable for high volume accounts. Adding the ability to filter time/date would be very helpful, or alternately, logging the sms numbers used in the ticket event history/api.
Description/Use Cases:
The message details table is unusable for me - it takes forever to load and will glitch out when I try to change pages - I'll go to page 3, it takes 60 seconds to load, and then I click page 5 and it just keeps staying on 3. One time I spent an hour and was only able to get up to page 7.
Because ticket even history won't show the numbers, nor does the api, this is the only way.
Please add filters to this feature including date/time so we can quickly parse it.
Business impact of limitation or missing feature:
We had an issue where I needed to determine a customer's number at the time of texting because an agent mistakenly edited the number, but I can't see it. Additionally, there have been times when messages have gone down (likely due to carrier outage), but its hard to parse the data to do more precise troubleshooting.
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Offizieller Kommentar
Hi Tyler,
Thanks for the detailed use case description. You are 100% correct - the text history page is not scaling well for high volume accounts. It's something we're planning on updating later this year.
Thanks,Martin
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Thanks for this feedback, Tyler!
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Thanks Martin Holmes - one thing I'll add is while I think parsing the SMS log table is definitely useful, I've come around to thinking the api log is a better option. We'd like an accurate history of our SMS interactions, but if the phone number on the zendesk profile changes that number is lost.
Currently with emails you can "view original email" as well as find the email address in the comments api (although that could be easier). As far as I can tell sms number data does not exist in the api, and I definitely know it doesn't exist in the ticket UI. Having that information more visible would alleviate a lot of our problems. If I had to pick between solving the SMS log scalability or documenting sms numbers in the api/ticket ui, I'd go with the latter, although either improvement is welcome.
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