Setting up triggers for side conversations

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13 Comments

  • Roger Whitacre

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

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  • Brett Bowser
    Zendesk Community Manager

    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 Manager

    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 @... -

    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

    1
  • Geran Smith

    Is it possible to NOT notify for Slack side conversations?

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  • Michael Conaghan

    Yes. In a round about way. 

    I have a private slack channel with Zendesk integrated. "Private Internal Notes".

    So any side convo's there don't notify anyone.

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  • Geran Smith

    @... I think I wasn't clear, sorry!

    I have a side conversation notification using the instructions in the KB. This works great for email side conversations.

    If we use Slack side conversations, we also hit that same trigger. I'd like to not hit the trigger on Slack side conversations.

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  • Naomi Watnick

    Hi - Similar to Geran's question above.

    I'd like to have a trigger for Email-based side conversations to update the main ticket (done), but I don't want the same to happen to Ticket-based side conversations.  Is it possible to add a "Side Conversation Type" to the list of conditions?  Or is there a workaround?

    Thanks!

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  • Jim
    Zendesk Customer Care

    Hi Naomi!

    I'm afraid to say that we don't have a possible way to add a "Side Conversation Type" since there's no such condition for side conversations.

    The only thing we have to play within this realm is that the child ticket itself has a channel of "side conversations" as do comment updates that come from the parent's side conversation, but those are only on the child ticket. The side conversation conditions themselves on the parent ticket don't have any channel information that we can select.

    This is really an interesting use case. If you can share with me the details on how you want to set your triggers up if we had this, that would be very helpful for our developers; as part of the feedback.

    Best,

    Customer Advocacy Team

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  • Naomi Watnick

    Thanks, Jim.  Use case: The email-based side conversation response needs to notify the assignee that there's been a response.  Done.  

    However, the ticket-based side conversation response does not need to notify the assignee of the main ticket since they, the assignee, was automatically set as the requester of the side conversation ticket.

    Does that make sense?

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  • Jim
    Zendesk Customer Care

    Hi Naomi!

    The only thing that we can think of is possibly inverting it and not notifying from the child ticket since adding a "channel" is not a side conversation condition, and using the other side conversation one from the email the same way. Other than that, there's no other workaround that we can offer; I'm afraid to say.

    Best,

    Customer Advocacy Team

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