Thank you ZenDesk community for reading and the ZenDesk experts for considering our requests.
Currently Side Conversation child tickets and emails that these do not inherit tags from the parent ticket.
Also, our team does use First Response Time SLAs as we want to make sure to respond to customers promptly for time urgent tasks. Currently, for responses to Side Conversation emails, we are not able to apply SLAs to these emails.
(For other Side Conversation improvement suggestions on HTML formatting and the ability to format Side Conversation emails in the macro creation process, please see my other post Side Conversation Creation and Formatting Improvements – Zendesk help )
The issue: Not able to apply SLAs to Side Conversation Emails. Side Conversation Child Emails and tickets do not inherit tags from parent.
The impact: Makes it harder for our very busy Support Agents to notice responses beyond a reopened parent ticket. SLAs help us focus our Support Agents on responding to tickets within agreed upon timeframes. Our customers expect speedy responses and we don't want to overlook their concerns. Overlooking emails can mean missed appointments costing our company and our customers significant time and money as well as damaging our reputation. This will affect all of our teammates that use side conversation functionality.
With regards to Side Conversation child tickets and child emails being able to inherit tags from parent tickets, this could allow for easier tracking and transferring of information from within our support groups and less reliance on manual tasks.
What we'd like to see happen: Be able to apply SLAs to Side Conversation child emails and be able to have options to pass tags from parent to child.
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