Can I report on side conversations?

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9 Comments

  • Cardenas, Romulo

    Hi,

    is there any way to summarize and display in Explore how many side conversations tickets were created on a single ticket?

     

    Best,

     

    Romulo

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  • Gab Guinto
    Zendesk Customer Care
    Hi Romulo,
     
    I'm afraid this is not possible. There are no default attributes or metrics to identify child side conversation tickets. And, there are no ticket property or data linking the child and parent tickets that can be used in Explore reports.

    If you have some time, I recommend that you start a post about this in our Product Feedback topic. Our Product team actively monitor our feedback threads, and conversations with high user engagement ultimately gets flagged by the team for roadmap planning. 
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  • Jahn Bronilla

    Hey Guys, I assume reporting on Side Conversation via slack is not possible either given it does not have a ticket number? 

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  • Gabriel
    Zendesk Customer Care
    Hi Jahn,
     
    I'm afraid, you're correct. Side conversation via Slack will initiate your message in Slack threads and will be recorded as ticket events. This workaround would only work for side conversation child tickets that create a separate ticket to add tags.

    I hope this answer your question. Thank you! 
     
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  • Jahn Bronilla

    Hi Gabriel, not really mate as we might use the Slack Side Conversation soon since we are now using Live chat hence we want to escalate the matter quickly in Slack.

    What's the other workaround you can advise on how we can report how many Slack Side Conversation have been created and escalated? 

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  • Gabriel
    Zendesk Customer Care
    Hi Jahn,
     
    You could leverage the option of using macros to start side conversations and add the tag to the ticket using a secondary action on the same macro. Hope this helps!
     
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  • Jahn Bronilla

    Are we going to get 100% credible report in here? Let say our agent is 100% compliant with the process? 

    Also, in the event of 2 side conversation via slack in 1 ticket? 

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  • Gabriel
    Zendesk Customer Care
    Hi Jahn,
     
    Unfortunately, I don't think there's a way to get that level of granularity. Currently, the only workaround is what is mentioned in this article, that you could just simply be reporting on tickets which have that tag added by the trigger or macro. It's still quite limited and would not truly provide the analytics that you are looking for. 
     
    I hope this answer your question. Thank you!
     
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  • Jahn Bronilla

    I guess there's nothing more we can do as of the moment

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