Using side conversations in tickets

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210 Comments

  • Naomi Watnick

    Thanks Toby Sterrett - It would be great if it the button could be customizable - without worry about logic (only when Tickets are enabled, etc.) to have it worded differently.

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  • Jamie Noell

    Jason Fouchier and Toby, we are also struggling with bouncebacks with Side Conversations as well as for regular email notifications from the ticket itself.  We have no way of knowing whether the email was received; for instance, if an agent creates a requester profile on a ticket, there's a chance the new email will be mistyped.  In Outlook, that agent would receive immediate feedback of the bounceback.  However, in Zendesk, that email with the mistyped email would not be sent, and other agents might potentially add the same mistyped emali on other tickets (speaking unfortunately from experience).  

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  • Conza

    Hi Toby,
    That's what I thought. Thanks. 

    Re: "If this isn't working for you then we can take a look in the ticket you're submitting."

    = Have submitted with documentation. Cheers. 

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  • Jason Fouchier

    Hey Toby Sterrett,

    Yes, this is only an issue with side conversations. Regular ticket communication works just fine.

     

    Thanks,

          Jason

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  • John

    I know how to expand the side convo window...is there a way to set it to open expanded by default?

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  • Cheeny Aban
    Zendesk Customer Advocate

    Hi John

    Thank you for leaving a comment to our community.

    As of the moment, there is no native way to set it expanded as default. I understand your need for this functionality so I'm marking your comment as Product Feedback. We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.

    All the best

     

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  • Naomi Watnick

    Hi - Is there any way to add a footer to all side conversation emails?  I just received one accidentally (they should have created a side conversation ticket) and it was very hard to track down which ticket it originated from.  I'd like a simple "re: Ticket ID XXXX" or something similar in the body.  Thanks!

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  • Peter Hochstrasser

    Hi Naomi Watnick

    You need a macro like the following, or do these actions manually:
    AFAIK there is no trigger to update a side conversation before it is sent, thus, there is no way to enforce this 100%.

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  • Naomi Watnick

    Thanks - yes, unfortunately this is great, but won't work for us.  It would be great to have a base template like the emails that are currently sent out that we could configure.  

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  • Oskar Omarsson

    Hi all,

    I'm trying to figure out the best way to solve something that I believed was quite straight forward to solve.

    We receive emails on a occasion that shouldn't be handled with in Zendesk at all, these emails we need to forward to other people in our organisation that don't use Zendesk, that isn't going to change as these emails are occasional and we don't want to train these employees in a new tool for only these occasions, that is dangerous, expensive and inefficient and all that ...

    The most straight straight forward option that I can see and that works for most of the part is to use the "Forward via email" option from the message context menu.

    That works for the most part, even sends attachement along with the forward, but the reciever doesn't get the original requestor email address, that is a major issue.

    Can I change something to fix this?

    Are there any other ways to achive this?

    Best regards
    Oskar

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  • Cheeny Aban
    Zendesk Customer Advocate

    Hi Oskar, Are you forwarding the email from your email to Zendesk or from Zendesk to an external email? If you are pertaining to the latter, the sender will be your default Zendesk email, since that is the designated email associated with your Zendesk Account. Unfortunately, there is no option to change it yet.

     

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  • Oskar Omarsson

    Hi Cheeny Aban thank you for your input, to confirm, yes the case I'm talking about is when a Zendesk agent has to forward a email from Zendesk to another employ via email.

    To clarify my issue is that the receiving employee doesn't get the requestor email address, that means that this hasn't been successfully forwarded as there are no means for the employee to contact the requestor.

    Here is a test ticket and how the original email is forwarded.

    And this is the resulting email received by the employee, as you can see only the internal name of the requestor as set in Zendesk is displayed.

    Personally if I would be responsible for this feature as a product manager I would put this down as a bug as the result or at least a must-have feature request, as this heavily affects this feature.

    Best regards
    Oskar Omarsson 

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  • Cheeny Aban
    Zendesk Customer Advocate

    Hi Oskar,

    Thank you for sending in the screenshots. We'd love to take a closer look at your account and the email transmission of your tickets. Would you please initiate a chat with us or send us an email at support@zendesk.com.

    All the best

     

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  • Oskar Omarsson

    Hi Cheeny Aban,

    Thank you for your response to this, I've sent an email to support@zendesk.com as per your request.

    Thank you.

    Best regards
    Oskar

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  • Megan Lalock

    I wanted to comment on this and bring up an obstacle that we are seeing after migrating to agent workspace. 

     Before going to agent workspace when you had a conversation in a side conversation email, the newest reply would be the first one you would see and all the other emails would be compacted for a nice tidy and clean interface. Now with agent workspace though, the side conversations you have to jump to the latest message and if you don't want to see the previous emails you must hit the 3 dots to minimize them. Is there a way we can make it so that way it's automatically minimized?

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  • Mathew luby

    Is there a way to delete the sent history of side conversations? 

    Over time this has cached a significant number of email addresses and we want to delete the history so as not to send to incorrect email addresses by accident. 

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  • Maik Künnemann

    Hi Cheeny Aban

    we have a big problem with side conversions via child ticket > all comments are public and no possibility to create it as private. We need this as well in the webform as in the macro settings. As far as I can see it is also not possible to change a comment from public to private via trigger or API.

    Any solution for this issue?

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  • Peter Hochstrasser

    Hi Maik Künnemann

    Have a look here:
    https://developer.zendesk.com/rest_api/docs/support/ticket_comments#make-comment-private

    It is possible to make a comment private after saving it both using the API (see above) and in the UI, in the events (Ereignisse) view, where you see something akin to this:

     

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  • Jacob Morris

    Looks like this can be done by setting a ticket's priority when reply from side-ticket is received. 

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  • Shweta Gupta

    Hi, 

    I have been facing issues with Side conversations.

    The behaviour is very erratic. A lot of times, these side conversations are not delivered. I have checked all the settings and confirmed with the team about any allowlist/blocklist or rules set that might cause this. But there isn't any.

    Side conversations to other teams are not delivered which is why the team has to reach out to them using emails and other channels. I am sure you understand that this dilutes the very purpose of Side Conversations.

    Can you help me understand:

    • If this is expected behaviour? If yes, can you share an ETA by when it will be resolved
    • If no, If there is anything else that needs to be checked in order to get this working?
    • If there is anything in your product pipeline that confirms a Delivered or a Read status on the sent Side conversations?

    Thanks.

     

     

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  • Dave Dyson
    Zendesk Community Team

    Hi Shweta,

    Because your issue may require some deeper troubleshooting, I think the best thing for you to do is contact out support team via chat from within your agent/admin interface (Option 1 here): Contacting Zendesk Customer Support

    Hopefully they'll be able to help you figure out what's going on here.

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  • Ethan

    Hi,

    Is that possible to create email-based side conversations and add agents + end user as recipients? 

    Or there's a clear border like:

    - email side conversation: ONLY end user

    - ticket side conversation (child ticket): ONLY agents 

    Because we had such a ticket and the email sent to all recipients (including agents) once the side conversation created, however, only end user was shown in "To:" of the delivered email and agents even though received the email, they couldn't see their name in "to:" section and were filtered. So once the end user replied, agents didn't receive any email and basically removed from the email loop and rest of the communications in side conversation.   

     

    BR

    Ethan 

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  • Charlie Smith

    We've had a recent issue where slack channels are not showing up when an agent clicks into side conversations. Previously, all the channels would show in a drop down but now agents have to manually type the channel to even see it. Was there a recent update that could have caused this?

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  • Cheeny Aban
    Zendesk Customer Advocate

    Hi Charlie,

    This seems to be related to Migrating the legacy Slack for Zendesk integration to the new Slack integration. Further, I saw that one of our Customer Support is already helping you regarding this incident

     

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  • Bram Goossens

    In the situation that all my colleagues have access to zendesk (as light agents) why should I use side conversations instead of internal notes?

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  • Peter Hochstrasser

    Hi Bram Goossens

    Short answer: You shouldn't, IF your colleagues get notified properly.
    Big difference is that the Side Conversation arrives as a TO not a CC mail.

    Depending on your organizational rules, this may make a difference in the way it is handled by the receivers.

    We use Side Conversations to incorporate third parties or seemingly unrelated internal entities in tickets, or when we know that the light agents will just discard all of their hundreds of CC notifications instead of scrutinizing them. 

    Hope this clarifies things.

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  • Bram Goossens

    Thanks. By setting triggers where condition comment = private I should be able to set some proper notifications. 

    If i assign a ticket directly to an agent and subsequently I make a internal note, then it arrives also as a TO mail (due to trigger set). Or will it arrive as a CC when I allocate it to a group of agents?

     

     

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  • Peter Hochstrasser

    You cannot assign a ticket to a light agent, thus, you have no means to send a TO notification to a light agent.

    I guess that's a matter whether you use CCs & Followers or not. With us, (no CC's & Followers), Light Agents can only get a CC notification, except if you send them a Side Conversation.

     

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  • Bram Goossens

    That's correct, thanks. This makes side conversations a better solution.

    What is also possible is to assign the ticket to a group of light agents. You can make groups of light agents as long as there is one real agent part of the group. 

     

     

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  • Peter Hochstrasser

    Clever! TAT for this tip.

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