Announcing New Side Conversation Features & Enhancements

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6 Comments

  • Kevin Miodek

    Hello Team,

    Is there now a way of tagging a single person or group in a Slack channel instead of the whole channel?

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  • Mark Schäfermann

    Is there a way to add the ticket number easily in a side conversation?

    We are using side conversations to talk to light agents from time to time. Would be great if there would be a link to the ticket if the recipient is an agent.

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  • Toby Sterrett
    Zendesk Product Manager

    Kevin Miodek not at this time. In the meantime some folks have set up keywords that can be included in the messages if they want to be alerted.

    @Mark Schäfermann if you initiate side conversations with a macro you can use placeholders to include dynamic content, so you'd be able to make a link to the ticket part of the side conversation body. Then instruct agents to initiate the side conversation with that macro instead of the + button. Here's a bit more on macros.

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  • John Budke

    When is this active? I don't see the side convo tab in searches.

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  • Toby Sterrett
    Zendesk Product Manager

    John – the search tab is going to take a while to roll out so we can keep on top of the additional load on the search clusters. If you'd like it right away you can let me know in a ticket and I can get you set up.

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  • Chad Smith

    Toby Sterrett That sounds a little unnecessarily complicated to add a link to the ticket from the email side conversation.

    Are there any plans to improve this? I wouldn't think it would be much to include this in the email for agents as Mark said.

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