Using side conversations in tickets (Collaboration add-on)

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164 Comments

  • Toby Sterrett
    Zendesk Product Manager

    Sovellin Oy Ltd (EMEA RESELLER) (PRM) 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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