Announcing side conversations in the context panel

Return to top

18 Comments

  • Thomas D'Hoe
    Community Moderator

    Nice 🫶🏼

    1
  • David Brown

    Will there still be inline indications of a side conversation having taken place? Today they look like internal comments, it is very obvious to all agents that a side conversation has taken place. We do use the agent workspace, but I don't think many agents are utilizing the context panel. If there is no indication that a side conversation has been created inline with the ticket comments, it may be completely missed by the agents if the context panel is collapsed. The example above does not explain this. Can you put together a quick explainer video?

    1
  • Toby Sterrett
    Zendesk Product Manager

    David Brown yes, the inline side conversations in the conversation log will still be there for easy access. The side conversations context panel icon will have a badge indicator if there are unread side conversations within it, so it will still indicate it even if the panel isn't currently active. We'll have more info as we get closer to the rollout!

    1
  • RJ Hines

    Very excited for this change! On additional question:

    • The current version of Side Conversations only shows Public Comments after the initial creation of Child Tickets - will this new Context Panel version allow us to expand the conversation details and show the full list of Public + Private Comments on related Child Tickets?

    This would be super helpful.

    0
  • Toby Sterrett
    Zendesk Product Manager

    RJ Hines This move to the context panel won't affect the child ticket behavior, but we are doing some investigation into evolving their behavior in a separate track. Mainly, we're looking at a way to make child tickets private tickets by default and displaying the internal notes of private child tickets so that truly internal collaborative child tickets can have the entire conversation represented and be able to safely have the same requester as the parent, etc. So, not part of this, but stay tuned.

    0
  • Jacob Christensen
    Community Moderator

    Toby Sterrett Great work, that update looks good! I think it will also give the agent better visibility when applying a macro with both a comment on the ticket and also within a new side conversation!

    "...a way to make child tickets private tickets by default..." this will be a huge win for us, enabling us to better "split" tickets and not have the first message on the side conversation potentially be part of the future conversation on that ticket, so really looking forward to that!

    I hope you're also working on a way to bring over tags (or ticket field values) from the parent ticket to the child ticket - that would help eliminate a lot of band-aid solutions we currently employ and give a better agent- and admin experience 😀

    1
  • Toby Sterrett
    Zendesk Product Manager

    Jacob Christensen glad to hear the ideas around child tickets will be useful! As for bringing over tags and the ticket form from the parent, be on the lookout for an announcement very soon :) 

    2
  • Love this improvement! One thing we still would do almost anything for is the ability to merge a ticket into a Side Conversation. That would resolve so many cases with emails from other ticket systems that do not become part of the original side conversation that created the ticket at this third party.

    0
  • Toby Sterrett
    Zendesk Product Manager

    Martijn Snels • pluscloud.nl do you mean connecting a ticket into another ticket by making it a child ticket side conversation? Or converting the ticket's conversation into an email side conversation and closing the original ticket?

    0
  • Amie - SCX

    I think this is a great move. It actually gives more meaning to the term "side conversations" because they will now truly live on the side of a ticket. :)

    1
  • Luka Vukajlovic

    Hey Toby Sterrett, can we expect changes in how signatures are going to be applied in new SC? There are known issues with signature formatting, so I'm just wondering. 

    0
  • Toby Sterrett
    Zendesk Product Manager

    Hey all, I wanted to give everyone a status update. We're making great progress on the migration of side conversations to the Context Panel, but it's going to need a bit more time in the oven as we polish things up and fix some bugs.

    While we’re at it, we're also adding the ability to initiate the move as a setting in the Context Panel section of the Admin Center rather than rolling it out to every account. We expect to finish up the final touches and release the option as a beta feature you can flip on starting the week of July 25, 2022. This will give you more control over making the move with your agents, and will let you try things out on your sandbox if you want to kick the tires first. And, as always, we'd love to get your feedback here on this post or by starting a discussion in the community when you do.

    Here's a peek at some more of what's coming:

    This move is more than just a lift and shift over to the new spot, but a more extensive redesign for its new home and the interactions that come along with it. Side conversations will feel more at home within the Context Panel in the Agent Workspace, the labels are more clear, and it all benefits from the resizable context panel. And, we couldn't help sneak a few other goodies in there as well 😉

    Please be sure to subscribe to updates on this post by clicking Follow in the upper right corner of this article so you can be kept up to date on when it starts rolling out!

    3
  • Andrew Chu

    Is there an update on this?

    0
  • Toby Sterrett
    Zendesk Product Manager

    Hey Andrew Chu we're getting really close. Currently finishing up drag and drop behavior for attachments. It'll likely be a couple more weeks or so before we can enable the option, but it's getting very close.

    0
  • Amie - SCX

    hey Toby Sterrett

    If that's the case, can you please update the rollout details at the top of this article? I too have also been eagerly checking my account for this rollout. Thanks in advance. :)

    Best,

    Amie

    0
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Amie and Andrew,
    Apologies for the delay. We've moved the rollout out a few weeks. I updated the rollout dates at the top of the Announcement. 

    0
  • John Close

    Still estimated end of September?

    0
  • Lisa Kelly
    Zendesk Documentation Team

    Hi John
    Thanks for checking! We are still on track for a Beta at the end of Sept, but I will let you know if that changes. 

    1

Please sign in to leave a comment.

Powered by Zendesk