Side-conversation (Collaboration Add-on)
We have just signed and started using the Side-conversation (Collaboration Add-on) but noticed a real struggle to see when a side conversation is updated (responded to) outside of the main ticket. That's makes the work really hard for us because our workflow does not contain to go in every ticket every time to see for a update on the side conversation. The only recomendation we got was to set a trigger which sends a email to the agent when someone has responded to a side-conversation. That's really strange due to that we are worikng to move as much as the workflow in to Zendesk and not the other way around which this leads to.
What would be great is a notification so you can see outside of the ticket (such as the homepage of Zendesk) when a ticket is updated from the side conversation.
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Heather is there a plan on having the side conversation notifications under Dashboard>Updates?
If so, when will that be available on production?
Thank you
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Hey Victoria -
Heather is a volunteer community moderator, but she doesn't work for Zendesk.
I've pinged the product manager for side conversations to see if he has any thoughts around this, so stay tuned!
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Agreed. My agents are in the agent web portal most of the time, so a column to add to a view that shows updated side conversation counts would be helpful. Email is usually a backup for our agents, so having to start the side conversation in zendesk, but not being able to see that there is an unread reply makes it tricky.
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Agreed too.
My helpdesk started using side conversation from a couple of weeks, would be great an inside zendesk way to get notified when a side conversation is replied, without checking email software and leaving web portal...
thanks
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Yes!
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