Using side conversations in tickets (Collaboration add-on)

Have more questions? Submit a request

116 Comments

  • Edwin Schukking
    Comment actions Permalink

    Hi,

    We have recently purchased the add-on and are still very much interested in the side conversations.

    The one thing we are worried about at the moment and would like to have your thoughts on is the following:

    • When an agent has started a side conversation, especially when comments from a Zendesk ticket have been added, there is the risk 'personal information' from the requester or another individual is included in the side conversation. Since the side conversation creates an email without encryption, this would put us in violation with privacy legislation, like GDPR within the EU. 

    When within Kantar we are using Outlook to send messages, we share attachments with personal information using Accellion. Preventing sharing personal information within the email body of the side conversation is a human factor, but is there already a way the attachments send as part of the side conversation email will be shared encrypted? 

     

    1
  • Janis Polis
    Comment actions Permalink

    Hi,

    Is there any way to modify what gets sent to the person who gets involved in side conversation but is not an agent?

    Currently if an agent engages somebody in a side conversation, this person simply receives an email from the Support address out of the blue. I would very much like an option to automatically preface that with an explanation of what it is that they are receiving and what will will happen when they reply, similarly like it is possible with triggered notifications.

    Or at least include in the title that this is a side conversation. Otherwise, if an agent engages in a side conversation with a person who sometimes gets CC'd for other tickets and replies with public comments, this creates a lot of confusion fo the receiver - they do not understand when the answer will be added as side conversation, and when - as a public comment.

    Yes, all of the above could be written manually by an agent starting the side conversation, but it takes way more time than it should.

    0
  • Toby Sterrett
    Comment actions Permalink

    @Edwin – we don't have support for encrypted attachments at this time. It'd be great to learn more about your workflow, though, to get some background into the requirements and how it could potentially be solved. Let me know if you'd like to talk about your use cases we could set up a call.

    @Janis – I think the best way to do that currently would be to set up a macro that has all the information you think would be necessary to let the receipients know the nature of the email. Macros can let you initiate a side conversation with the subject and body pre-filled with whatever you'd like and then the agent could fill out their message. Then the agent would then invoke a macro to start a side conversation instead of the "start a side conversation" button.  You can see how to set up macros here. Aside from that, we don't have plans to automatically add content to side conversation emails at this time.

    0
  • David Peat
    Comment actions Permalink

    Hi Toby,

    I've just got a trial of Side Conversation and it looks interesting.

    I noticed the comments in this thread from Jimmy Rufo which don't seem to have been answered i.e.

    • Side convo has no ability to use ticket placeholders (i.e. Ticket URL, Ticket ID), if you’re escalating a question to an Agent/Light Agent
    • Side convo email sent to recipient does not include ticket ID/link;  Just the text of the side convo written. (Related to lack of ability to use a placeholder).  If I'm escalating to an agent/light agent, I should have an option to include this info programmatically.

    I completely agree with this.

    Our use case is escalating to a developer to further investigate for us. The first thing they are likely to do is to go and read the full history of the ticket. So it would be a great help to have a way to include the ticket ID and/or link automatically.

    David.

    1
  • Emma Surtees
    Comment actions Permalink

    Hi, 

     

    Can these be reported on in explore?

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hi Emma,

    Side conversation data within Explore is something the team is looking into but no ETA of when that would be available.

    Cheers!

    0
  • Richard Hartley
    Comment actions Permalink

    We have just started using Zendesk with the Collaboration app and side conversations are essential to us because we escalate a lot of tickets to a third party (software vendor). 

    When we get an automated response back to our emails initiated in a side-conversation, the third party puts their own ticket reference in the subject line.  Unfortunately, it seems that the subject line itself is not part of the information stored in Zendesk as part of the side conversation thread.  Consequently, we not getting this vital info from the third party.

    Short of asking the third party to change where they put their reference, is there a solution? 

    0
  • Gary Evenett
    Comment actions Permalink

    We started using side conversations a few months ago and it has been a useful feature, however someone typed in an incorrect email address for one of our suppliers and now it autocompletes with that typo every time, the typo address is not listed as an end user so we can't remove it that way, is there any way to remove this from the autocomplete at all as we don't get notified that the side conversation failed to deliver?

    Many thanks

    0
  • Toby Sterrett
    Comment actions Permalink

    @Richard I actually heard this exact same feedback from another customer this morning. We're looking into maintaining subject changes.

    @Garyfor now you can contact support@zendesk.com and we can remove any bad cached email recipients for you. We're investigating ways of surfacing that to account admins as well.

    1
  • Jason Fouchier
    Comment actions Permalink

    Hey All,

         How does Side Conversations handle bounce back emails? Example being that I send a Side Conversation to someone, but the attachments are to big for their system and the message is not delivered. I am having users say that they don't get any notification of an undeliverable message. Just wondering what I should be looking for in these scenarios.

     

    Thanks in advance,

         Jason Fouchier 

    0
  • Ray Tiley
    Comment actions Permalink

    Is there any way to get side conversations to send as the assignee of the ticket. We want to use side conversations to communicate with a vendor email list, but we don't want to add our ticket email address to that list as then any other email threads would create support tickets.

     

    -ray

    0
  • Toby Sterrett
    Comment actions Permalink

    @Ray we don't have a way to send emails from the agent's email address. The general use case is to always send from a generic address in order to protect the individual agents' addresses and to be able to thread replies back into the side conversation.

    We do work to detect if any email replies to support addresses are indeed replies to side conversations and route them accordingly instead of creating tickets. Are you concerned that the vendor will send out new emails to members of the list which will then create tickets?

    0
  • Ray Tiley
    Comment actions Permalink

    @Toby

    That is my concern. The vendor uses the email group for all communication to us.   They send us product updates for example, or we may be having other conversations. Is there a way to at least use a different email than the default ticket address?

     

    -ray

    0
  • Amber Barnes
    Comment actions Permalink

    @Toby - can you comment on Jason's issue about bounced emails? This is important for us as well, as this is an issue even with sending comms through the ticket itself. I was hoping side conversations would be a solution for that.

     

    Also, to piggyback off Ray's question..... are we able to at minimum choose which support address the side conversation sends out from? We have many different distros connected to Zendesk, and depending on the team the agent is on and who they are communicating with, we may need to use a different email address (i.e. merchants would receive emails from merchant-support@[company].com, and customers would receive emails cs-support@[company].com) We would want the agent to be able to select where our message appears to come from.

    0
  • Toby Sterrett
    Comment actions Permalink

    @Ray it is possible to send side conversation emails from a different address using the Select an Address app. However, this is due to the fact that side conversations try to send from the same address that email notifications would be sent from on a ticket. So if you want the side conversation to send from a different address you'd have to set up a support address in your instance, change the ticket to it using the app, send the side conversation, and then switch it back.

    @Amber it sounds like the Select an Address app would help you as well since it affects the ticket notifications.

    As for bounces, there are some historical reasons for bounces getting suspended. What would you expect? Side conversations to act more like "regular" email and include the bounces in the conversation? Is it important so you can then contact someone else or something along those lines?

    0
  • Jason Fouchier
    Comment actions Permalink

    Hi @Toby

     

    I don't know about Ambers particular needs, but in my case we had emails being rejected and agents not knowing that it was never delivered to the intended recipient which led to more messages back and forth as well as department finger pointing. I have pushed all our agents to use the tools we have available in Zendesk so that all our case information stays together for easier searching for all agents in the future. Due to the nature of our business, the lack of an undeliverable notification caused delays in some project approvals and sign offs which is a huge deal for us. I don't need Side Conversations to be everything an email client is, but a notification that a message was undeliverable is very important to our workflow and our business.

     

     

    Thanks,

         Jason Fouchier

     

    0
  • Amber Barnes
    Comment actions Permalink

    Thanks Toby. Thanks for sharing this app, this will actually be helpful for us in processes currently unrelated to side conversations. 

    But do add some context as far as bounceback issue, the comms in questions are regarding time sensitive issues related to merchants accounts, and can result in pause or closure of accounts. Bouncebacks are important because if we happen to get some sort of delivery error messaging or vacation reminder then we know if maybe there was a typo, or if we have to find alternative point of contact. Or, simply allow extra time incase they are not available to a certain date. Otherwise, we are making critical decisions about a merchants account, assuming they are unresponsive.

    0
  • Dawn Anderson
    Comment actions Permalink

    Hi All

    I'm interested in potentially using side conversation and have a few questions (apologies if these have been answered elsewhere, was unable to locate it?)

    Background - we escalate a lot of tickets to suppliers but do this by agent A flagging to agent B and agent B then creating a ticket to send to the supplier.

    By having a read of this article and the macro article, is the below understanding correct please?

    Agent A can use a macro on a new ticket which initiates a side conversation to the supplier direct

    If the above understanding is correct, I have a few questions please:

    • Would Agent A have to create the ticket (fill in subject, requester etc)
    • Does a SLA get applied against the ticket? (my understanding is that SLA is only applied when a comment is received from a end user)
    • When a reply is received from side conversation would this update the SLA?

    Thanks :)

    0
  • Pedro Rodrigues
    Comment actions Permalink

    Hi, Dawn!

    • If there is no existing ticket where to start the Side Conversation ("SC"), the agent would have to create one. The same macro that creates the SC can also fill as many standard fields as necessary on that ticket, however
    • Zendesk will check every updated ticket and compare it to all your SLA policies' conditions.
      If you'd like to apply a specific SLA policy for tickets with side conversations, you need some specific element to identify it as such (e.g. in my case we have a custom checkbox field that is selected via trigger whenever a SC is created in a ticket)
    • You could create a workflow where a trigger checks if a Side conversation is replied to, you can set a specific SLA (or simply change Priority under same SLA policy)

    Please let me know if something isn't clear :-)

    0
  • Dawn Anderson
    Comment actions Permalink

    Hi Pedro

    Thanks for the update, from the work I have been doing with SLA this will only apply when there is a public comment from an end user - as it will be agents who will be creating tickets and submitting the first request then how would the SLA get applied?

    From looking at the SLA options I can't see which one would trigger it? Can you help identifying this please?

     

    We need to be able to record from the ticket being opened so we can report on the length of time it has taken for the supplier to reply to the ticket. 

    Also, as the agent has to create the ticket then they would need to fill in all the mandatory fields (subject, brand etc) - the macro would only fill in the specified fields that are created to push to side tickets?

     

    Thanks

    Dawn

    0
  • Pedro Rodrigues
    Comment actions Permalink

    "this will only apply when there is a public comment from an end user - as it will be agents who will be creating tickets and submitting the first request"

    If what you mean is specifically First Reply Time in proactive tickets, then I can confirm that specific metric won't be calculated, or better yet, it's immediately fulfilled.

    "We need to be able to record from the ticket being opened so we can report on the length of time it has taken for the supplier to reply to the ticket."

    That would be either Requester Wait Time (if you want to consider status = On Hold) or Agent Work Time (New, or just Open in the case of proactive tickets).

    "Also, as the agent has to create the ticket then they would need to fill in all the mandatory fields (subject, brand etc) - the macro would only fill in the specified fields that are created to push to side tickets?"

    Sorry in advance if I'm not understanding your question. By side tickets I'm assuming you meant "side conversations", right?

    If it's about the same macro filling in ticket fields and then using those values to populate the side conversation message... Yes, it's possible :-)

    0
  • Antonio Naddeo
    Comment actions Permalink

    What advances have been made on the ability of reporting on side conversations?

    Today we manage all our escalation to our external partners with father/child solution. For one incident we always have 2 tickets (1 from the client and 1 from the partner).

    Partners tickets have a specific tag and thanks to that we are able to run several report on resolution time, to monitor performance of our partners.

    If we use side conversations we will move away from the need to having 2 tickets (1 customer and 1 for the partner), but we will have only 1 single ticket.

    How we will able to monitor the resolution time of our partners with side conversations? 

    This is really important for us.

    0
  • Conza
    Comment actions Permalink

    Hi team,

    Side-conversations and light agents... do they see them? 

    Context: online support team are agents, all stores and staff are light agents. 

    Internal comments are always private, great. 

    Except - sometimes there may be a case that the store has screwed up royally. There technically isn't a place to make a true comment on the ticket then without causing some consternation/angst e.g. store may get mad at the charachterisation of how they screwed up.

    So - with Slack EAP integration - w/ side-conversations, I can make a private channel for "private-store-notes", so my agents can leave private notes when engaging with the stores. Great! 

    My question is though - all stores use email, and are outside zendesk... BUT if they were to be signed into zendesk, and on the ticket in future, would they be able to see the side-conversation (internal-private-store-notes-w/slack?) 

    0
  • Thomas Verschoren
    Comment actions Permalink

    Hey Conza,

    Light Agents can see any ticket assigned to groups they're part of, or are added as a follower too.

    So, if your staff is added to the Online Support group (or if tickets are not limited to groups), they can see these ticket when they login to Zendesk.

    Consequently, if any Side Conversations are added to that ticket, the staff can also see side conversations for those tickets.

    0
  • Larry Click
    Comment actions Permalink

    We use side conversations all the time, but when we receive a reply, most often the agent is working on another ticket or taking a call. How can we find the ticket the reply came into after the notification is gone from the screen?

    0
  • Thomas Verschoren
    Comment actions Permalink

    Hey Larry,

    Easiest way we found:
    Create a trigger that checks for an updated side conversation and then reopen the main ticket.

    This way it appears back in the open ticket list and agents can find the ticket easily.

    See: https://support.zendesk.com/hc/en-us/articles/360001455627-Setting-up-triggers-for-side-conversations-Collaboration-add-on-

    0

Please sign in to leave a comment.

Powered by Zendesk