Side-conversation (Collaboration Add-on) - views


  • Daniel Cooper
    Community Moderator

    This is something I'd really like to see as well.  As we get ready to explore using side conversations, one of the risks I'm looking at is missing conversations due to low visibility.  I noticed in the current What's New at Zendesk that there are side conversations showing in Search which is nice, but I'm not seeing this in practice yet, this could be because I have a very small test sample of them though. 

    Having them in views would be more permanent and is a great idea. 

  • Hillary Latham
    Community Moderator

    Agreed.  Our agents are using the Zendesk agent portal all day and use views to drive workflows and see that tickets have updates.  It would be nice to have a column in a view that indicated (1) there was a side conversation present on a ticket and (2) have it bold or colored if the conversation had a reply the current user had not yet viewed.  

    Our agents often have 30-40 tickets open or pending that they are working through.  Some indication in a view would be helpful.

  • DB Franchising USA, LLC

    Agreed. Agents have no way of knowing if a side conversation has been replied to or not. In the meantime, if you guys need a solution you can build a trigger for this. Create a checkbox ticket field called 'side conversation', then create the following trigger. When you finish building the trigger, add that new ticket field as a column in your view. 

  • Jon Braga

    Agree. We have created triggers to know about new replies, but it still isn't bullet proof.

  • Nicole Saunders
    Zendesk Community Team

    Thanks for your comments, all. I've shared them with the product manager for Side Conversations.


Please sign in to leave a comment.

Powered by Zendesk