Michael B.

Hi team, this is a opportunity for Zendesk to increase the ability of the platform to be more Incident Management friendly. Would love to see this feature become available as soon as possible.

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue.

As an agent I would like to be able to attach comments from end users into side conversations for Messaging tickets. This way, I can provide field operations with the feedback from end users. This is currently not possible as described here.

What problem do you see this solving?

Agents can quickly provide word for word feedback/suggestions over to field operations. Being able to attach directly to do side conversation would minimize risk and speed up time it takes to send side conversations.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?

This problem happens on a daily basis. This is critical for our business as our agents sent feedback to field operations multiple times a day.

Are you currently using a workaround to solve this problem?

Yes, my agents have to manually copy and paste responses now. This poses a risk as all of the content may not be carried over properly.

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

Allow the ability to attach ticket comments to side conversations like email or legacy chat tickets currently do.

Hi team!

We heavily use Messaging, but there is a known limitation when adding ticket comments to the side conversations:

“You can't add ticket comments to a side conversation from tickets created from messaging or social channels.”

Can we please look at implementing this feature in the future?

Thank you!

Please go upvote this feature request for Side Conversations via MS Teams macro creation.

Side Conversation via Microsoft Teams - Macro

We're hoping for this feature to become available. Thanks!

Hello everyone!

We discovered that there is no ability to auto-populate information to a side conversation via Microsoft Teams in Macros.

The only options are per - Using macros to start side conversation:

• Side conversation via email
• Side conversation via Slack
• Side conversation via child ticket

Please consider adding the ability for Microsoft Teams side conversation via a macro.

Thanks!