Can I report on side conversations?

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11 Comments

  • 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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  • Stacy Robinson

    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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  • 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

    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,
     
    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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  • 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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  • 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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  • Jahn Bronilla

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

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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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  • 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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