The Side Conversations Search EAP introduces a Side Conversations tab to the search results page so agents can retrieve side conversations based on content. For example, if you need to look up a side conversation that has a delivery tracking number in it, this will let you get back to it quickly and directly. Clicking on a result will open the ticket with the matching side conversation opened by default.
The Side Conversations tab supports the following search keywords for more specific queries:
subject: text within conversation subject
message: text within individual message body
participants: to find participant name or email address
state: "open" or "closed"
Searching side conversations currently has the following limitations:
- Advanced search options are not currently available in the Advanced menu of the search page. We'll be working on adding the options in a future update.
- Localization is not fully completed yet, so some text may not be translated yet and searching non-English languages may not work as expected. The plan is to support the same 10 languages as ticket search.
- The results list does not have ticket preview hover cards, we may explore adding them in the future.
How do I join?
The Search EAP is available to customers with an active Collaboration Add-on subscription.
Please sign in to leave a comment.