You can search to find content in side conversations. The results will only include side conversations on tickets that you are allowed to view. The search is executed based on keywords in the subject, body, and participants of side conversations.
This article includes these sections:
Using search to find content in side conversations
When searching for specific content in side conversations, there are no special conventions for how to enter the search into the field. For example, there aren't any user property keywords, ticket property keywords, or operators that are specific to side conversations searches.
To search for content in side conversations
- Click the Search icon () in the toolbar in the upper-right hand corner.
- In the search field, type the words you want to search for.
You can enter anything into the field.
- Press Enter to run the search.
All of the tickets that include the words in your search will appear. At this point, the Side Conversations tab might show 0, even if there are side conversations with the words you searched for.
- Click the Side Conversations tab to view all of the side conversations that
include the words in your search.
About ticket property keywords for side conversations
For more specific searches, use the following ticket property keywords to search for content in side conversations, and to then sort your results.
|Ticket property keyword for searching and sorting||Description|
|state||Thread state (open or closed).|
You can use these ticket property keywords to search for content in side conversations, but you cannot use them to sort results.
|Ticket property keyword for searching only||Description|
|participant||Use to find a participant by name or email address.|
|subject||Use to find text in a side conversation subject line.|
|message||Use to find text in the body of an individual side conversation message.|
For additional information about Search and ticket property keywords, see the Zendesk Support search reference.
Is there a way to extract this data in Explore? What I would need to get is the number of tickets that has side conversation on them.
There's not currently a way to report on side conversations, unfortunately. You could create triggers to tak tickets that have side conversations to measure that number going forward though: see Can I report on side conversations?
I'd recommend upvoting and adding some information about your use case to this product feedback post, as well: Reporting on side conversations
I think it would be much clearer for the end user if the system reported that there are side conversations that match the search criteria. I think the workflow is ok, first of all the tickets are searched and, if no information is found there, second step is side conversation. However, the fact that the number '0' is displayed in the tab 'side conversations' makes the agents think that there is no result, and they are actually not wrong :) . Therefore I would say that something like 'side conversations (!)' or something similar should be displayed in this tab if the search criteria are met.
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