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Side conversations disappearing after creation
Beantwortet
Gepostet 08. März 2024
Afternoon,
A few of my agents have been commenting that on occasion, a side conversation that they have created vanishes at some point between the time they send it and the next time they check. This time frame is usually a few hours or up to 1 day.
We have been unable to replicate the issue but we have begun making notes stating "side conversation sent xx/xx" and one or two of these notes has shown that the side conversations are no longer active. There is no record in the event log of these side conversations being sent.
Is this a known issue or has anyone had experience with this?
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4 Kommentare
Paolo
We would need more information and specific samples to further check this. I'll be creating a ticket to our Support Team and they will reach out as soon as possible. Thank you!
Best,
Paolo | Technical Support Engineer | Zendesk
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Kelly Edwards
Carson Hess intrigued as to if you got a fix for this? it is currently happening to some of our agents, i have been asking to record the screen to try and replicate the issue…but it's proving difficult!
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Beth Mckinlay
Carson Hess Kelly Edwards Did you get a resolution to this as my agents are experiencing the same issue?
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Kelly Edwards
Hey Beth Mckinlay
I did, but it was user error, which may be the same for your agents too.
When you get a particularly long side conversation, you have to scroll all the way down to the bottom of the side conversation bar to press the send button, as it isnt visible straight away on the screen.
So what our agents were doing was seeing the “submit as on/hold/pending/open/solved" button first and just pressing that, which obviously wasn't sending the side conversation.
Then as soon as you come out of the ticket everything disappears as it doesn't save it as a draft.
What i have done is created them all a new contextual workspace, and moved the side conversation column into the middle of the page, rather than the right side of the page.
Yes they do now have a side convo column they can't collapse down, but i haven't had anymore grumbles :)
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