About side conversations

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74 Comments

  • Maik Künnemann

    Hi Jupete, no they didn't try that, they restarted the side conversation using macro. But you are right, if they call the side conversation again via the plus, the draft is still there. Thanks, passed it on.

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  • Jupete Manitas

    Yes, that is right. That will capture the draft messages including the macro they have fired initially. Thank you! 

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  • 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. 
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  • Carrie Chang

    To whom may concern,

     

    I've found all places in admin center but cannot find side conversation function, may I have the screenshot step by step?

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  • Brett Bowser
    Zendesk Community Manager
    Hey Carrie,

    I've copied the instructions from our documentation for you below:
     
    1.  
    2. In Admin Center, click the Objects and rules icon () in the sidebar, then select Tickets > Settings.
    3. Scroll down to the Side conversations section.
    4. Select Enable email to make side conversations available from email.
      For information about using side conversations with email, see Using side conversations in tickets.
    5. If desired, select Enable slack to make side conversations available from Slack.
     
    If you don't see this option, it may be because you're not on the correct plan level. You'd need to be on the Suite Professional plan to have access to this functionality.

    Let me know if you have any other questions for me!
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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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  • Jimmy Rufo

    Alan Peterson, does it render if its used as an internal note first, then pulled in to the Side convo via the automation there to pull recent comments?

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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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  • 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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  • 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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  • 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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  • Justine M

    Hi!

    We would like to start using the Side Conversations, however we would like our agents to follow a certain template for the original post. As such, we created a TextExpander snippet however, every snippet we try on the Side Conversation does not work. Is TextExpander not supported by this feature? 

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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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  • Brian Kneebone

    Hi Toby Sterrett, yes a printable view would be sufficient to let the browser save to PDF (no need to render to PDF on the back end or front-end, at least for what I'd care about). Generally I think I'd be printing the full side conversation (at least as the default), but having the ability to pick and individual message and its thread history optionally or multiple would be really nice too. There might be some things I wouldn't want others to see in a side conversation (e.g. sharing snippets out to specific audiences so they don't get distracted by the broader conversation OR intentionally obscuring data that has protected data like personally identifiable information of 3rd parties within it). In fact, a good chunk of why we have side conversations is to communicate private information we often do have to filter as I think of it.

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