About side conversations

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113 Comments

  • Kalle Windefalk

    I cast my vote for ability to use brand common signature

    5
  • Peter Hochstrasser

    Hello @conza

    I think this is a misunderstanding.
    The mail will usually only contain the last of your messages.
    Also, side conversation mails have no context, i. e. no content from the original ticket.
    That is intended if somewhat hindering. It would be nice to have an option to include some parts of the ticket. However, you can do that with a macro.

    Yours truly - Peter

    2
  • Dylan Banker

    This should be integrated with Microsoft Teams

     

    1
  • Brian Kneebone

    I really like the side-conversations abilities, but Michael C. mentioned earlier above, I find it strange why I can't export a conversation to PDF. It would be nice to have this admin controlled or role-based access control managed more generally for people who feel that would too easily allow information to leak out. But the use case for me is about sharing snippets of conversations with people I don't want in the private ticket history generally, but may need something better than copying and pasting out (and dealing with the weird formatting that goes with that) for specific portions or specific side conversations if in whole. I'm hoping this areas gets improved to make them more functional over time. But I like the concept so far.

    1
  • Anaïs France

    @..., thanks for the clarification !

    Actually it would have been interesting for us if a reply to a side conversation could become a public reply: in some cases, we are relying on the public reply of people we add to tickets as CCs and we'd like to send them a reminder if they delay replying. So I thought we could use the side conversation for the reminder, and it would have been convenient if they could just reply to that email to make a public reply, but I suppose this is not the purpose of this feature. 

    1
  • Lois

    Hi,
    I've enabled side conversations today, but when I try to test it by sending an e-mail side conversation, it doesn't work. It says 'This conversation can't be sent right now' right after I try to send an e-mail. I've tried starting a side conversation in multiple tickets, but I get the same error message. What could be the issue?

    1
  • Toby Sterrett
    Zendesk Product Manager

    @... that's essentially what I meant – anyone who is assigned to the parent ticket will also be added as a follower on any child tickets to ensure they can interact with it even if they don't belong to the group it's in. Sorry if that was unclear. But, good to hear that approach would be your preference.

    1
  • Toby Sterrett
    Zendesk Product Manager

    Ian Marston at this time there's no way to show side conversation content directly in a view. However, you could do some clever trigger/macro things to make it possible to tag a ticket when a side conversation has unread messages from someone who is not the assignee of the ticket. Something along the lines of two triggers like:

    The above trigger will add an "unread-side-conversation" tag when a side conversation receives a reply from anyone besides the ticket assignee.

    Then, the following trigger will remove that tag when the assignee closes or replies to a side conversation:

    Then you can set up a view that filters down to tickets assigned to the current user that have the "unread-side-conversation" tag.

    The downsides to this approach:

    • If there are multiple side conversations in the ticket this loses accuracy
    • The agent needs to either reply or close the side conversation to remove the tag, since there's no "side conversation is viewed" event.

    Hopefully this gives you some ideas for now. We have some thinking going into a much more robust approach for the future.

    1
  • Ethan Rostami

    Hi,

    Is that possible to create email-based side conversations and add agents + end user as recipients? 

    Or there's a clear border like:

    - email side conversation: ONLY end user

    - ticket side conversation (child ticket): ONLY agents 

    Because we had such a ticket and the email sent to all recipients (including agents) once the side conversation created, however, only end user was shown in "To:" of the delivered email and agents even though received the email, they couldn't see their name in "to:" section and were filtered. So once the end user replied, agents didn't receive any email and basically removed from the email loop and rest of the communications in side conversation.   

     

    BR

    Ethan 

    1
  • Andres

    Side convos can include external email addresses

    1
  • Naomi Watnick

    Hi - Is there any way to add a footer to all side conversation emails?  I just received one accidentally (they should have created a side conversation ticket) and it was very hard to track down which ticket it originated from.  I'd like a simple "re: Ticket ID XXXX" or something similar in the body.  Thanks!

    1
  • Jamie Noell

    Jason Fouchier and Toby, we are also struggling with bouncebacks with Side Conversations as well as for regular email notifications from the ticket itself.  We have no way of knowing whether the email was received; for instance, if an agent creates a requester profile on a ticket, there's a chance the new email will be mistyped.  In Outlook, that agent would receive immediate feedback of the bounceback.  However, in Zendesk, that email with the mistyped email would not be sent, and other agents might potentially add the same mistyped emali on other tickets (speaking unfortunately from experience).  

    1
  • Arno (EMEA Partner)

    "That is intended if somewhat hindering. It would be nice to have an option to include some parts of the ticket."

    Isn't this already possible today? I mean, you can select what comments you wish to include from original ticket when starting a side conversation:

    With that function you can select which public and internal comments you include in the side conversation. 

    1
  • Dave Dyson
    Hi Adam -
     
    Here you go! Mobile App Side Conversations
    1
  • Gabriel Manlapig
    Zendesk Customer Care
    Hi HenaMathew,

    As of the moment, we don't have a placeholder that will show email content from a Side Conversation. I can imagine, it would be incredibly helpful to have a placeholder to display past side conversations to notify the assignee.
     
    I would recommend you to leave Feedback in our Community. Our Teams are frequently looking through the posts in order to get ideas on future additions to the Software. The more a votes a post gets, the higher the chance that the feature will be added in the future.
     
    1
  • Toby Sterrett
    Zendesk Product Manager

    Kai B hmm, we'll take a look. Would you essentially want the previously involved agents to not be part of the email at all, or are you thinking something more along the lines of BCCing them so they still get an email (only on that message since they wouldn't be in subsequent email replies)?

    Jamie Noell we have a couple ideas on this... one would be to synchronize the requester of the child ticket with the assignee of the parent, which would let the current assignee participate, but not the previous agent(s).

    Or, we could add any agent that has ever been the assignee of the parent as followers of the children so any of them would be able to participate in the future. Which approach do you think would be preferable to you?

    1
  • Glen Schneider

    Hi, 

    Is there a way to set the priority of a side conversation when creating one? 

    We often have an Urgent ticket which might need another team but when we create a side conversation for them it defaults to Priority Normal by one of our triggers. We then have to do into the side conversation child ticket to manually upgrade it to Urgent. This is quite annoying and a bit of an annoyance for agents. 

    Thank you 

    1
  • Carl Hajal

    Hello, 

    In email side conversation, would it be possible to have an automatic link to the ticket in the signature of the email? 

    Slack side conversations include a link to the case and the case number, wondering if that is possible for email side conversations. 

    Additionally, would it be possible to use placeholders (ex: {{ticket.id}})  in email side conversations? or that's only possible with macros? 

    1
  • Adam

    Hello,

    We'd like to put in a feature request to have Side Conversations enabled on the Mobile Application. We have many agents that are using the mobile application to maintain their tickets.

    Please let me know if there is another chat for this request and we'll add to it.

    Thanks

    1
  • Matthew Kentala

    I agree with Maik that there should be a way to designate the comments as internal (aka private).  Here are a couple of reasons why.

    1. You want the side conversation ticket listed under a customer's account to make it easily searchable if you are looking for something you know was done for a particular account.
    2. There are times when you would put the requester as the customer if we determined that we would like to interact with the customer directly, but we don't want them to see the initial description of the ticket. 
    1
  • Anaïs France

    Hi there ! I'm not sure to understand when a reply to a side conversation becomes public or not.

    When someone replies to a side conversation notification created by a trigger, the reply becomes a public reply on the ticket, not a reply to the side conversation.

    When an agent send a side conversation via email, all of the recipients on the side conversation receive an email notification with your message. So everytime a email based side conversation is created ? And what happens if you choose "Ticket" rather than "Email" ?

    0
  • Glen Schneider

    Hi Anne,

    Thanks for the speedy reply. 

    Pretty confident we already have a button to include the form detail when creating a side conversation.

    I think my request is probably more of a feature request to be able to set priority when creating in the little box that appears when you click the + button. Would make life easier.

    All the best

    0
  • Frank

    Hi all,

    Apologies if this has been asked/answered already.

    I am looking to implement side conversations with our team. I have just created a trigger to notify the assignee by email when a side conversation is replied to, in addition to reopening the ticket. However, we have two questions:

    1. Is it possible that this notification could be delivered via an Internal Comment? I am not clear if this was addressed earlier.
    2. Is it possible that side conversation replies (back-and-forth) could be added into Internal Comments chronologically? Currently, all replies within a particular side conversation appear to reside within that side conversation, displayed as an internal comment, at the chronological point within that ticket where the side conversation was created, if that makes sense.

    Thanks,

    Frank

    0
  • Alan Peterson

    Is there a way to enhance the side conversations - email capability to maintain the formatting when copying/pasting from Excel or a similar spreadsheet software? Currently, when I copy/paste from an Excel spreadsheet the formatting is lost and it severely limits the usefulness.

    0
  • HenaMathew

    Hi

    Is there a placeholder we can use to display past side conversations?

    We are implementing triggers to notify the assignee via email when side conversation is replied to but there is no means to add the conversation history on the email.

     

    0
  • Christine Diego
    Zendesk Customer Care

    Hi Ariya,

    Side conversation notifications are sent from the support address associated with the ticket that the side conversation is on. That being said, if you change the associated email address using Select an address, you can change side conversation sender address.

    0
  • Cheeny Aban
    Zendesk Customer Care
    Hi Katrien, 

    Since you are under the same organization, I would suggest that you consult your system admin or the people who manage your organization email to verify why the emails are going to the spam folder of your colleagues. They can inspect incoming emails and review the possible causes.



     
    0
  • Toby Sterrett
    Zendesk Product Manager

    Alan Peterson I think what Jimmy Rufo is getting at is that if the content doesn't accurately paste into the side conversations composer, but it does work acceptably in the ticket comment composer, you could paste it into an internal note and then use the comment insertion functionality in side conversations to include it in the side convo. The comment insertion includes and exact copy of the HTML of the comment, so it should look the same. That said, I realize this is a workaround. We are working on bringing the side convos composer to be closer to the ticket comment composer.

    0
  • Maik Künnemann

    We have a lot of times the problem, that agents sends a side conversion to a support address which results in a suspended ticket. So WHY IS THERE NO WARNING to prevent this? Why it is possible to choose a support address for the side conversion??

    0
  • Ian Marston

    On side-conversation emails, how can i set it up on views, so that you can see at a glance which tickets have had a reply to the email but it hasn't been viewed since ticket last opened?

    A bit like an email client which shows new responses received in bold until the email has been opened - except in the view

    0

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