Using side conversations in tickets (Collaboration add-on)

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143 Comments

  • Peter Hochstrasser
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    Hi olivier

    It's a bit more robust than just subject (which you can change at will) and e-mail address (which is absolutely clean with no added "+...").

    They seem to use an additional property, as shown here, marked white-on-blue:

    If your partner's mail system is rather old or simple, it might not send the In-Reply-To: information - I guess that's when a new ticket is created.

    Yours truly

    Peter

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  • Yann
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    Hello, i am not sure if it was specified in the previous comments, but is there a way to have the ticket status updated (from "on hold" to "open") when receiving an answer in the side conversation ?

    Is there anybody who has created a such trigger and if yes how.

    Thank you for your help

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  • Thomas Verschoren
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    Yann,

    There is actually.

    Create a trigger with the following conditions:

    This will re-open a conversation IF it’s replied to, for all active tickets, unless the assignee of the ticket himself replies to the conversation.

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  • Yann
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    Amazing ! Thank you Thomas :)

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  • Yann
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    And by the way i have a little suggestion. Side conversation messages display history is top > down. Could it be possible to have an option (choice) to have a display down > top similar to the tickets.

    Indeed, it is destabilizing to have two different way of scrolinng either we are in the ticket comments or in the side conversation.

    So a display choice should be great

    Than you

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  • Denielle Barcelona
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    Hello,

    If I wanted to drill down and see how much implementing Side Conversations improved our productivity, do you have examples of report(s) I can duplicate? Right now, I'm just comparing avg time spent per ticket and avg time spent per update from before Side Conversations was turned on, to after. However, we don't use Side Conversations for every ticket, so this may be a bit misleading. Is there a better (or more accurate) way of measuring impact here?

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  • Brett - Community Manager
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    @Khajik there's no way to report on side conversations with Explore outside of using tags. That being said, our Product Managers are looking for ways to include side conversation data in Explore for easier tracking :)

    @Denielle, you could create a separate report specifically for side-conversation tickets and compare with tickets that don't have side conversations. If you haven't done so already, I recommend creating a trigger that fires on the Side conversation was created condition and applies a tag. You can then have a report that pulls tickets with that tag versus tickets that don't contain that tag.

    Hope this helps!

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  • Oliver Tietze
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    Nelson Oliveira and Zendesk

    "If someone replies to a side conversation on a closed ticket, triggers won’t be run on it even if they have side conversation conditions."

    Thanks for mentioning in the article. BUT... what is the solution now?

    As Nelson already pointed out, this leads to orphaned replies and is a trust killer.

    Also, I consider it a bug: I can create a "Ticket Is Closed" trigger and the SC respones is added to the closed tickets, so this trigger is concepted to work. It just doesn't.

    We need a solution!

    Kind regards,
    Oliver

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  • Ulrich Spies
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    Product Team: We are using the Collaboration add-on frequently for third-party conversations, but lately experienced two major issues that affects our daily work as well as acceptance within our company on highest level. Maybe there is already a solution or it can be taken into consideration to fix them in the future.

    User Story:

    As a customer service agent, I need to forward incoming emails (tickets) sometimes to our C-Level or another department not using Zendesk Support. Usually the entire email must be forwarded to an external email address, including all attachments as well as the email address from requester.

    Issues:

    1. HTML view sometimes doesn't contain the full text of the original email and parts of the content as well as signatures with contact details are missing. (I found out looking up the orgininal text version). Embedding it into side conversations therefore also misses the entire content of the original email.
    1. When embedding the comments into the side conversations, there's no option to also forward the email address from the requester, so that e.g. our CEO can reply to the requester from his MS Outlook. 

    Thanks for your feedback!

     

    Best regards,

    Ulrich Spies

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  • Oliver Tietze
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    Hey Ulrich Spies ... the second issue could possibly be solved by adding the requester's e-mail additionally to the side conversation, e. g. using a macro and putting something like this in there:

    Fowarded mail from: {{ticket.requester.email}}

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  • Ulrich Spies
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    Hi Oliver Tietze ... thanks for your quick response. I didn't knew that macros are actually working within the side conversation. Is there an article somewhere about how to activate it?

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  • Peter Hochstrasser
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    HI Ulrich Spies

    I created a simple macro to create a side conversation and add context to it. If you just create a side conversation, the party to be involved has absolutely no idea what the SC mail is referring to:

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  • Oliver Tietze
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    WHAT DID YOU DO, ZENDESK

    Side conversations now don't allow to change/add an e-mail address anymore.

    Side conversations are now (under certain circumstances) sent from the agent's personal address instead of the support address.

    Side conversations trigger now notifications to ALL involved Agents in a side conversation (leading to a massive flood of in-app notifications for us, because we have many agents AND we love(d) to use side conversations).

    Support ticket is already sent, but I wanted to inform other users of this change which seemed to have been rolled out just today.

    Regards,
    Oliver

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  • Nicole - Community Manager
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    Hi Oliver - 

    Regarding the issue around changing/adding an email, that's a known bug that we've already sent out a fix for. 

    The part about personal addresses doesn't sound right at all though - definitely not a change we've made. Since you've already submitted a ticket, we'll let them continue to troubleshoot there. 

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  • Oliver Tietze
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    Nicole, thanks for that quick response!! 

    Has the fix already been rolled out, or will we know when changing addresses will be working again?

    Kind regards,
    Oliver

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  • Nicole - Community Manager
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    The product manager indicated that the fix had already been rolled out. Obviously make sure that you've got current versions, cleared caches, etc. If you're still not seeing it work, you may want to raise that in your ticket as well in case there's something else going on.

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  • Oliver Tietze
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    We saw the change yesterday already, thanks! Still curious about the other topics, which seem to be "feature by design" and just very intransparent (sometimes, "agent@company.com" means the agent's address was used, but other times it means the company's support address was used).

    Seems a bit ... unfinished. Pretending we have used the agent's personal address only to indicate (internally) which agent was involved is not the right way, because in an e-mail conversation we want to be certainly sure about "from" and "to" addresses seen by the 3rd party.

    Kind regards,
    Oliver

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  • Daniel Ward
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    Hey, 

    We've been testing side conversations for roughly a month now in one of our ops processes. As many have mentioned, would be great to be able to report on side conversations, in particular response times. I can see it was mentioned a couple of months ago that you're looking on adding metrics to Explore, are there any updates on this? 


    Thanks 


    Dan 

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  • Maring Eberlein
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    Hello!

    I've read through these comments looking for answers on two things - I've seen others ask, but I'm having trouble locating the solutions to the threads. It looks like other questions came up, and the questions I'm seeing/asking myself were not answered - 

    1. "If someone replies to a side conversation on a closed ticket, triggers won’t be run on it even if they have side conversation conditions."

    This has become a real issue for my team - we use side conversations internally with our company and with vendors; they don't always know this rule and have been following up on closed tickets. Our agents work from Support, however that 60 second pop up is not helpful to us since it displays EVERY reply to a side conversation. We have triggers in place to reopen tickets, so they disregard it. However, this is obviously an issue with replies to any closed tickets - since triggers will not work on these and tickets cannot reopen, how can agents get a notification on replies to a closed ticket?

    1. Notifications for bounceback on side conversations which are not delivered

    Amber Barnes followed up on this 8 months ago, and I’m not finding a response to her message:

    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.

    We do not experience this in the same context, however it has been an issue for us as well in terms of working with vendors. They sometimes do not receive requests, and we have experienced some delays (and lost some money as well) due to vendors not receiving our requests. Can you confirm how we can be notified of these instances?

    Thank you!

    Maring

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  • Toby Sterrett
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    Daniel Ward no updates just yet, but it's still something we aim to provide in the future.

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  • Maring Eberlein
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    Hello,

    I received a notification that there was a response; I wanted to add a note here so that my questions do not get missed. Appreciate some clarification on those.

    Thanks!

    Maring

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  • Peter Hochstrasser
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    Hi Maring Eberlein

    We don't have the problem so far as we are pretty much at the "end of the food chain", i.e. we produce, and have few suppliers to involve.

    I assume that your partners are doing their support work with mail.

    We have set up Zendesk a bit different than most other accounts: We log all incoming mail to our support address in a mailbox, as well as forward them to zendesk.

    That way, we can always check if Zendesk "forgot" to something (which they have not done so far), but, if you'd have your mail system set up like that, you could check in your mailbox for the kind of messages you want to know about. Using rules or scripts to check for these kinds of mail would allow you to know about problems or answers to closed tickets and act upon this knowledge.

     

    Yours truly

    Peter

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  • Toby Sterrett
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    Maring Eberlein we currently have an early access program running for a new feature that will create a follow-up ticket if a side conversation in a closed ticket receives a reply. The follow-up ticket will also be linked to the side conversation, and it should be able to run triggers to route it to the appropriate views for your agents to see it.

    The bounce back issue is a bit more complicated since I'm not sure if bounces have the proper information needed for us to route them back to the side conversations they'd be in reply to. I'll check on that and see what is possible, if anything.

    Edit: apologies, here's the signup form for the follow-up ticket EAP.

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