Using side conversations in tickets

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43 Comments

  • Peter Hochstrasser

    Hi @...

    Have a look here:
    https://developer.zendesk.com/rest_api/docs/support/ticket_comments#make-comment-private

    It is possible to make a comment private after saving it both using the API (see above) and in the UI, in the events (Ereignisse) view, where you see something akin to this:

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  • Jacob

    Looks like this can be done by setting a ticket's priority when reply from side-ticket is received. 

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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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  • Dave Dyson
    Zendesk Community Manager

    Hi Shweta,

    Because your issue may require some deeper troubleshooting, I think the best thing for you to do is contact out support team via chat from within your agent/admin interface (Option 1 here): Contacting Zendesk Customer Support

    Hopefully they'll be able to help you figure out what's going on here.

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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 

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  • Charlie Smith

    We've had a recent issue where slack channels are not showing up when an agent clicks into side conversations. Previously, all the channels would show in a drop down but now agents have to manually type the channel to even see it. Was there a recent update that could have caused this?

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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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  • Bram

    In the situation that all my colleagues have access to zendesk (as light agents) why should I use side conversations instead of internal notes?

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  • Peter Hochstrasser

    Hi @...

    Short answer: You shouldn't, IF your colleagues get notified properly.
    Big difference is that the Side Conversation arrives as a TO not a CC mail.

    Depending on your organizational rules, this may make a difference in the way it is handled by the receivers.

    We use Side Conversations to incorporate third parties or seemingly unrelated internal entities in tickets, or when we know that the light agents will just discard all of their hundreds of CC notifications instead of scrutinizing them. 

    Hope this clarifies things.

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  • Bram

    Thanks. By setting triggers where condition comment = private I should be able to set some proper notifications. 

    If i assign a ticket directly to an agent and subsequently I make a internal note, then it arrives also as a TO mail (due to trigger set). Or will it arrive as a CC when I allocate it to a group of agents?

     

     

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  • Peter Hochstrasser

    You cannot assign a ticket to a light agent, thus, you have no means to send a TO notification to a light agent.

    I guess that's a matter whether you use CCs & Followers or not. With us, (no CC's & Followers), Light Agents can only get a CC notification, except if you send them a Side Conversation.

     

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  • Bram

    That's correct, thanks. This makes side conversations a better solution.

    What is also possible is to assign the ticket to a group of light agents. You can make groups of light agents as long as there is one real agent part of the group. 

     

     

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  • Peter Hochstrasser

    Clever! TAT for this tip.

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