Using side conversations in tickets

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210 Comments

  • Toby Sterrett
    Zendesk Product Manager

    Arno Lindroos (Sovellin Ltd., EMEA Reseller) we've done some work to try to prevent side conversations from accepting email addresses that you have a sharing agreement with since those emails will be rejected like you said. You should be receiving an error if you try to send a side convo to an email address of another account you have the sharing agreement with. If you don't mind, we'll start a ticket with you to dig into this some more.

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  • James Beniston

    Apologies if this has been asked before....

    We are using side conversations for our support agents to contact and get advice on certain cases from another department who may or may not complete the customer enquiry.

    We have a macro setup to automatically create the side conversation and use the place holder ticket.description to populate the side conversation with useful information.

    It would be really useful if there were a placeholder that inserted all ticket comments in to the side conversation (there may be and i just cannot finf it :-)) and not just the first comment.

    Is this possible?

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  • Brett Bowser
    Zendesk Community Team

    Hey James,

    Excellent question!

    At this time there's no placeholder within side conversations that would display the whole ticket conversation.

    Let us know if there's anything else we can assist with!

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  • Roger Whitacre

    I am not clear on the purpose of the Done function in a side conversation. The above documentation does talk about using it and the the side conversation can be reopened, but specifically - what is the Done functionality's purpose. Merely to indicate you're not waiting for a response? Does anything occur if you don't click Done?

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  • Toby Sterrett
    Zendesk Product Manager

    James Beniston while there isn't a placeholder for all comments, we do provide an easy way to get comments into side conversation messages. The insert comments button opens a modal and you can select the comments you want to include, or click the select all option to include them all. So the macro can include whatever boilerplate you need and the agent ca insert the required comments.

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  • Toby Sterrett
    Zendesk Product Manager

    Roger - at this time the done state is mostly a way for the agent managing the ticket to keep track of what they are still waiting on and what they consider done. In the future we will likely add more around this.

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  • James Beniston

    Thanks Toby, I found that option.

    Maybe an idea for the future? We are always looking to save clicks :-) 

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  • Jamie Noell

    I wish we had 2 features related to the signature in a Side Conversation:

    1) The ability to indicate if the Brand signature could be used in a Side Conversation (instead of the agent signature).  With agent signature, we have to update each agent's signature to match the format, and theoretically, the agent could change that signature.  From a branding perspective, we want the signatures to be consistent.

    2) The signature to be above the comments inserted into the Side Conversation just like a forwarded email.  If I were to forward an email (which is essentially like inserting one or more of the ticket comments into the Side conversation), my signature block in Outlook would be placed above the forwarded comments.

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  • Joe Gran

    I'd like to set up triggers on Side Conversations based on the channel.  Different rules for email vs slack side convos for example.  Is distinguishing channels going to be added to triggers?

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  • Brett Bowser
    Zendesk Community Team

    Hey Joe,

    If I'm understanding you correctly, there should already be a ticket channel condition you can use in your triggers.

    More information here: Trigger Conditions and Actions Reference

    I hope this helps!

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  • Joe Gran

    Thanks Brett Bowser .  That channel field is "The ticket channel is where and how the ticket was created".  I'm looking to specifically distinguish what triggers fire when a Slack side conversation is replied to vs an email side conversation.  I need "Side convo Channel".

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  • Brett Bowser
    Zendesk Community Team

    Ahh thanks for the clarification Joe! I'll pass this feedback along to our PM's so they're aware of this need.

    Appreciate you taking the time to share this with us!

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  • Stephen F

    Hi,

    Is it possible to stop the creation of an end user in Zendesk when you send them a mail via a Side Conversation?

    Some of the individuals we mail via Side Conversations don't require access to our Support portal.

    Best regards,
    Stephen

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  • Brett Bowser
    Zendesk Community Team

    Hey Stephen,

    I double checked on my end and there's no way to prevent the creation of the end-user once they've been added to a side conversation at this time.

    Let me know if you have any other questions!

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  • DTI

    Hello! I have enabled side conversations. I started a side conversation via email with x account and the message was not received in the x account. Is it necessary to make any other configuration?

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  • Brett Bowser
    Zendesk Community Team

    Hey DTI,

    I'm going to create a ticket on your behalf so our Customer Care team can look into this further with you.

    You'll receive an email shortly with your ticket number.

    Thanks!

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  • Donato

    Hi,

    we started to use Side Conversation.

    How do we know that the ticket has a side conversation still open? There is a field specific that we can use to track? 

    The Goal is: understand all ticket on hold because there is a side converstion open and which ticket

    Is it possibile?

    Thanks

    Donato

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  • Kalle Windefalk

    I cast my vote for ability to use brand common signature

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  • Conza

    "All of the recipients on the side conversation receive an email notification with your message. The message being replied to is included as quoted content on outgoing emails."

    I believe this is currently broken. 

    Can see that ONLY the last message is being quoted / provided in emails, and all others are not shown. 

    What is going on? 

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  • Peter Hochstrasser

    Hello @conza

    I think this is a misunderstanding.
    The mail will usually only contain the last of your messages.
    Also, side conversation mails have no context, i. e. no content from the original ticket.
    That is intended if somewhat hindering. It would be nice to have an option to include some parts of the ticket. However, you can do that with a macro.

    Yours truly - Peter

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  • "That is intended if somewhat hindering. It would be nice to have an option to include some parts of the ticket."

    Isn't this already possible today? I mean, you can select what comments you wish to include from original ticket when starting a side conversation:

    With that function you can select which public and internal comments you include in the side conversation. 

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  • Conza

    Re: "I think this is a misunderstanding.
    The mail will usually only contain the last of your messages."

    = It has previously contained EVERYTHING. As far as I'm aware. Perhaps it was in EAP, then it got changed? I'd like to know. 

    What in the world is the point of creating a side conversation email to an external party etc. that does not then include the PREVIOUS messages?! Just the last one? It invalidates the whole point of an email chain.

    Also, side conversation mails have no context, i. e. no content from the original ticket.

    As has been pointed out above, you can add that. I have no issue with that, where you can pick and choose. This is helpful.

    What is not helpful (in any context) is having an original side convo email to someone, several back and forths, and each time only the LAST message is sent. 

    When I add someone else to show the history of the email exchange, how am I meant to convey all that - when only the last message is shown? It used to do this naturally AFAIK. 

    There is no 'print ticket' option (save to pdf) either, as a worst case backup.

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  • Peter Hochstrasser

    Arno Lindroos (Sovellin Ltd., EMEA Reseller) -

    Good catch. I haven't realized that this had been supplemented.

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  • Anaïs

    Hi there ! I'm not sure to understand when a reply to a side conversation becomes public or not.

    When someone replies to a side conversation notification created by a trigger, the reply becomes a public reply on the ticket, not a reply to the side conversation.

    When an agent send a side conversation via email, all of the recipients on the side conversation receive an email notification with your message. So everytime a email based side conversation is created ? And what happens if you choose "Ticket" rather than "Email" ?

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  • Toby Sterrett
    Zendesk Product Manager

    Anaïs that only refers to if you explicitly set up a new trigger to send an email notification to the assigned agent to let them know that a side conversation has been updated and they then reply to that email notification. In practice this is highly unlikely since 1) we don't create these triggers by default, nor do we recommend doing so, and 2) it's not currently possible to put the side conversation message into trigger templates since there are no placeholders for it, which means the notification email wouldn't have anything to respond to regarding the side convo message. We recommend setting up triggers to change the status (or tags or anything else that makes sense in your setup) of the ticket that the side conversation belongs to to move it into an appropriate view instead of sending email notifications.

    To be clear, side conversation emails are not delivered via triggers. If you send an email side conversation, the email is sent directly, they're not "notifications" like ticket comment emails.

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  • Anaïs

    Toby Sterrett, thanks for the clarification !

    Actually it would have been interesting for us if a reply to a side conversation could become a public reply: in some cases, we are relying on the public reply of people we add to tickets as CCs and we'd like to send them a reminder if they delay replying. So I thought we could use the side conversation for the reminder, and it would have been convenient if they could just reply to that email to make a public reply, but I suppose this is not the purpose of this feature. 

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  • Jason Fouchier

    Hey Everyone,

          Has anyone come up with a way to deal with bounce back emails as of yet? This is still something we are struggling with.

     

    Thanks, 

          Jason

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  • Naomi Watnick

    Our company uses Side Conversations for creating tickets between teams based on the original ticket.  We are only using it for tickets - similar to a Child Ticket feature.  However, with the button titled, "Side Conversations", it often gets overlooked or forgotten.  Is there any way we can customize this button on the Agent workspace UI to say "Child Ticket"?  It would help with discovery 10,000%.  Thank you.

    ~Naomi

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  • Conza

    Issue is still outstanding, no resolutions.

    Creating a ticket. 

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  • Toby Sterrett
    Zendesk Product Manager

    Jason Fouchier bounces are something that get suppressed early on in the incoming email pipeline before getting routed to side conversations. I've spoken to folks about this and hopefully we'll find a way to handle them in the future. Does this only become a problem with side conversations vs. regular ticket notifications?

    Naomi Watnick that's an interesting use case. We don't have any plans for it, but it's something we can give some thought. Essentially the suggestion would be that if there is only one side conversation channel enabled, have the button be named after it somehow, right? I'm wondering how this could be worded for e.g. "email"

    Conza the side conversation emails are designed to act like regular email where a reply in the side conversation composer includes the message that is being replied to as quoted content. That last message should include the entire conversation up to that point, since email clients do the same thing, though there are cases where someone may edit out the quoted content they're sending or if they reply to an earlier message, etc. Side conversations have always worked like this except for during the EAP when we didn't include any previous content, only the message being sent. If this isn't working for you then we can take a look in the ticket you're submitting.

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