Can I report on side conversations?

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17 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

    0
  • 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. 
    0
  • Jahn Bronilla
    Community Moderator
    Zendesk Luminary

    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 Manlapig
    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
    Community Moderator
    Zendesk Luminary

    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 Manlapig
    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
    Community Moderator
    Zendesk Luminary

    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 Manlapig
    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
    Community Moderator
    Zendesk Luminary

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

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  • Stacy Robinson
    Zendesk Luminary

    Do side tickets count against our first response SLA?

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  • Mark K.
    Zendesk Customer Care

    Hi Stacy Robinson,

    Thank you for your question!

    The SLA first reply time target starts on the first public comment from an end user and is met with the first reply of the agent.

    Side conversations are not counted as a first reply in tickets, only the reply/first public comment of an agent to the end-users first message.

    I hope this help!
    Let me know if you have further questions.

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  • Sierra Collins

    Hello, we were able to create reporting to show the Parent tickets and the side conversations listed under them. However, I want to be able to cross reference the status of the Parent and side conversation tickets in Reporting to see which do not match.

    Is there a way to do this in explore? 

    1
  • Rosie B.
    Zendesk Customer Care
    Hello Sierra, 
     
    I understand the significance of reporting side conversation tickets for you. Regrettably, there isn't a standalone dataset currently available for side conversations in Zendesk Explore. This limits the extraction of details such as content, status, timestamps, or side conversation count directly from Explore. 
     
    There is, however, a workaround. You can utilize a trigger to apply a specific tag for reporting purposes. To collect information on side conversations at present, you would need to access individual tickets within the Zendesk Support interface. For more information, kindly refer to the article 'Can I report on side conversations?'.
     
    Please note that this is a known limitation of Zendesk Explore. Zendesk frequently implements updates and new features based on user feedback, so we might see enhanced reporting on side conversations in the future.
     
    Thank you for your understanding. 
     
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  • Salokya Mathur

    Hello Everyone,

     

    I also want to create reports for side conversations. However my use case is different,

     

    1. I want to calculate SLA when a ticket TAT is failed on side conversations with the fields like, request time and response time on each conversation

     

    2. I want an escalation report when the tat is failed and a new side conversation happened with a new email. I want request time and escalate time for this.

     

    3. Also I want a TAT report.

     

    Just wanted to know if this is possible via triggers and custom objects.

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  • Elaine
    Zendesk Customer Care
    Hi Salokya,
     
    You can achieve your goals for side conversations in Zendesk with triggers and custom objects:
     
    1. SLA Calculation:
      • Use triggers to monitor Time to Assign (TAT) in side conversations.
      • Capture request time and response time for each conversation.
    2. Escalation Report:
      • Create a trigger for failed TAT and new side conversations.
      • Capture request time and escalation time for new side conversations.
    3. TAT Report:
      • Develop a trigger to track TAT for side conversations.
      • Capture request time and response time.
    Ensure clear trigger conditions and consider using custom fields or objects to store relevant data. Test regularly for accuracy. But for for us to better understand your goal we need to look further to the configuration you have on your account. Feel free to reach out to our Zendesk Customer Support. Have a great day!
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  • Zdadmin Support

    Hello there,

    Is there any way to get both parent and child ticket data, along with their total time log in one report? Here is a sample report format that explains what I'm trying to achieve:

     

    2
  • Ivan Miquiabas
    Zendesk Customer Care
    Hi Zdadmin Support
     
    Thanks for reaching out! It seems that you were not able to paste the report that you are trying to achieve. Can you add it on here please so that we can have context? 
     
     
    Cheers
    0

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