About side conversations

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83 Comments

  • Kalle Windefalk

    I cast my vote for ability to use brand common signature

    1
  • Toby Sterrett
    Zendesk Product Manager

    Jamie Noell 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.

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  • 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.

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  • 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
  • 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
    Zendesk Community Manager
    Hi Adam -
     
    Here you go! Mobile App Side Conversations
    1
  • Toby Sterrett
    Zendesk Product Manager

    Kai Bentley 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
  • 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
  • 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" ?

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  • 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

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  • 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.

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  • 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.

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  • 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??

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  • 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

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  • Alan Peterson

    Jimmy Rufo - I honestly don't know because that's not our use-case. Our use-case is pretty simple - I usually send an external email on a tkt via the 'Side Conversations' and with that in mind, I don't want to pull internal comments into the external email.

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  • Lauren Smith

    Hi Dave Dyson

    Why is the default behavior for side conversations that the assignee on the ticket doesn’t receive emails? What is the thinking behind that? 

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  • Toby Sterrett
    Zendesk Product Manager

    Brian Kneebone do you mean something along the lines of a printable view (which could be saved as a PDF is desired)? Sounds like you're referring to individual messages within a side convo, would you want to be able to "print" any message as well as the entire thread?

    Justine M Have you tried macros? There are macro actions to initiate side conversations that could can set up with boilerplate text and dynamic placeholders. We'd have to look into why text expander wouldn't be working though.

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  • Alex
    Hello Raphaël,
     
    A patch has been deployed on Monday to correct this issue.
     
    I'm sorry for any inconvenience caused by this issue.
    0
  • 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.

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  • Toby Sterrett
    Zendesk Product Manager

    Lois – hmm, is it still giving you trouble? If so let us know by creating a support ticket or, if you'd like, we can create one for you from your post.

    Maik Künnemann This should give you an invalid recipient indication in the composer if the email address is a support address on the current account or on an account you have a ticket sharing agreement with. We'll take a look. Feel free to start a ticket with more details if you'd like, it could help us track down what may be happening.

    Muhammad Awad You could use the side conversations incremental export API to get a dump of your side conversations and do some analysis on the data.

    Tiffany Tyler I'm not sure what you mean exactly. Can you provide some more detail?

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Charlie,

    This seems to be related to Migrating the legacy Slack for Zendesk integration to the new Slack integration. Further, I saw that one of our Customer Support is already helping you regarding this incident

     

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  • Shweta Gupta

    Hi, 

    I have been facing issues with Side conversations.

    The behaviour is very erratic. A lot of times, these side conversations are not delivered. I have checked all the settings and confirmed with the team about any allowlist/blocklist or rules set that might cause this. But there isn't any.

    Side conversations to other teams are not delivered which is why the team has to reach out to them using emails and other channels. I am sure you understand that this dilutes the very purpose of Side Conversations.

    Can you help me understand:

    • If this is expected behaviour? If yes, can you share an ETA by when it will be resolved
    • If no, If there is anything else that needs to be checked in order to get this working?
    • If there is anything in your product pipeline that confirms a Delivered or a Read status on the sent Side conversations?

    Thanks.

     

     

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Oskar,

    Thank you for sending in the screenshots. We'd love to take a closer look at your account and the email transmission of your tickets. Would you please initiate a chat with us or send us an email at support@zendesk.com.

    All the best

     

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  • 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. 

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  • Tobias

    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?

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  • Alan Peterson

    Toby Sterrett & Jimmy Rufo - I've just tested and your suggestion doesn't keep the format as nice as it does when you just copy/paste from Excel to the tkt normally, but it's much better and workable. Below are some screenshots for you/anyone else that was wondering how this looks.

    Via copy/paste into tkt:

     

    Via fwd via email automation:

     

    Via just copy/past into side conversations email:

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  • Kai Bentley

    We have numerous users working in groups who work shifts so may need to reply to side conversations on each other's behalf, however, when we reply to a side conversation using a different agent it adds in the original agent

    e.g. Agent A starts a side conversation to a supplier and the email is sent from our platform email address. The reply comes in when Agent A is offline due to their day off so Agent B picks it up to respond.

    When they click into the side conversation box to reply, Agent A's account email address is added as a recipient (agenta@companyname.com) and is then sent to the supplier in the "to" field of the email, meaning that they now have the personal email address of that agent moving forwards. I can see how this can be useful in some circumstances, but for us, we don't want to publish the personal email address. Is there a way that we can stop this from happening? 

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  • Rhonda Green

    With a side conversation should a new notification be sent each time someone replies?  We have agents reporting that they are only receiving the first notification, not any subsequent replies within that conversation and ticket.    

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  • Raphaël Péguet

    Hi Zendesk.

    We have an issue since last week.

    Before, in a side conversations when we use to select a comment to include it in a side conversation the text was keeping his look whether it was HTML or Markdown.

    Now, the comments transferred are get their look with all the markdown or HTML stuff (stars **, tags <a> ,(( )) etc..) mostly a lot of stars like and no line break at all: 

    *FaceBook**** | ****Blog**** | ****Catalogue** 

     

    Can you do something?

    This doesn't happen when we use "transfer by email".

     

    Best regards,

    Raphaël

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