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

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45 Comments

  • Jimmy Rufo

    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
    Zendesk Community Team

    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

    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
    Zendesk Product Manager

    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

    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

    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
    Community Moderator

    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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  • Yaniv Dayan

    Hi,

    I would like to get the side conversation content to my email when a new comment is added to the side conversation. Is there any placeholder that includes the side conversation content? 

    Thanks,

    Yaniv

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  • Brett Bowser
    Zendesk Community Team

    Hey Yaniv,

    I did some digging on my end and it doesn't look like there's a placeholder available that will display side conversation data. I would recommend creating a feedback post in our Support Feedback topic and include your use-case there for our PM's to review.

    Thanks!

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  • Roger Whitacre

    Is it possible to automatically include the Ticket Number in a Side Conversation? 

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  • Brett Bowser
    Zendesk Community Team

    Hey Roger,

    You could use a macro that will include the Ticket ID in a side conversation. More information in this article: Using macros to start side conversations (Collaboration add-on).

    I wasn't able to find a solution that would allow you to populate this information automatically via a trigger or automation unfortunately.

    Let me know if you have any other questions!

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  • Roger Whitacre

    Hi Brett,

    Thank you for the quick reply! Actually, after discussing this with others on my team, we realized the same thing! We already use a lot of macros and in many of them we have both the ticket number and subject line auto-populated into the message.

    Thanks!

    Roger

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  • Brett Bowser
    Zendesk Community Team

    Happy to help Roger :)

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  • Jason Cerrato

    Hello,

    Can anyone explain the need for this condition in Example 2: Updating ticket status when side conversations are replied to?

    Kind regards,

    Jason

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  • Brandon Tidd
    Community Moderator

    Hi Jason Cerrato -

    This condition prevents the ticket from reopening when the assignee is also the requester, so that the support agent may reply to the side conversation without altering the ticket status.

    Hope this helps!

    Brandon Tidd
    729 Solutions

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