Setting up triggers for side conversations (Collaboration add-on)

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37 Comments

  • Jimmy Rufo
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    Toby Sterrett - Any further updates/plans regarding having a placeholder available to insert side conversation message content into a an email notification trigger?  As a manager, it would be helpful if I can see replies there, especially if I already know the context of what the ticket is about.  Without this feature, I'm forced to enter this ticket, then click on the side conversation and scroll to the last response just to view it.

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  • Erika Camille Sundian
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    Hi Jimmy,

    I’m afraid it’s not on the short-term roadmap. But, you can reach out to the Developer Team to request for it. I was able to track down the following feedback post that's related to this functionality here: As a Zendesk Admin, I want the Collaboration add-on to support markdown and placeholders so that existing agent signatures can be used in Side Conversations

    I recommend upvoting and provide your use-case there so our Product Managers are aware of this need.

    If you have any additional questions or concerns, please don't hesitate to ask!

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  • Jimmy Rufo
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    Hi Erika Camille Sundian,

    Thanks for the feedback.  I don't think its quite what I'm looking for.  I need a placeholder in notification triggers to display side convo comments in the email reminders I would have in place.  A bit different than what's listed in the other page.

    Its hard to see a lot of value in Side convos without this.

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  • Toby Sterrett
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    Jimmy Rufo we've investigated providing the side conversation update's data to the triggers system, but we still have to do some digging in around some details as well as how to go about providing new placeholders for the templates. Beyond that, though, we'd also have to figure what do do when someone receiving one of those email notifications inevitably replies to it. The default is to add a public comment to the ticket, which would then notify the requester, so that's not acceptable. Potential ideas would be to make them internal, update the side conversation with the reply somehow, or suppress them altogether.

    Would you expect to be able to reply to these email notifications if they had side conversation data and if so what would you expect to happen?

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  • Jimmy Rufo
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    Hi Toby Sterrett,

    Thanks for the feedback!  I would imagine that I could reply to the email notification and have it only update the side convo, just as if I was in the side convo window in the UI.  However, I could live with just the notification of what the comment was and be forced to go into the side convo.

    As it is right now, there is just too many extra clicks to find out the content and context of the comment.

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  • Larry Click
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    I'm need to ping the recipients of the Side Convo after a set amount of time. How can I do that?

     

    Scenario:

    * Make a request for information via Side Convo

    * No reply withing 24 hours

    * Email recipients with "Please respond" etc.

     

     

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  • Brandon Tidd
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    Hi Larry Click

    While you could create a trigger that applies a tag when a side convo is created, and then run an automation after 24 hours to alert a support agent that the side convo has been updated - I think the challenge here is that I'm not aware of a way for triggers or automations to update a side conversation.

    You may be able to get around this through pushing a notification to a target if it's consistently the same recipient, but at the very least you should be able to update the ticket and notify the assignee of stagnation.

    I hope this helps!

    Brandon

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