Show the Group name of current assignee of the linked child ticket
Let's show the name of the (currently) assigned Group of the linked child ticket convos!
Group is the key of Child ticket conversations, but currently the agent cannot determine who they are talking to after they have submitted the side conversation. That's super confusing.
For a side conversation via email, you can figure it by looking at the email recipients, but this doesn't translate to Child ticket side convos.
Who am I adressing? Who should I push on if they don't respond? It's not possible to tell...!
Here is a snapshot of the current state
Here is a suggestion how we could clarify the responding / responsible party on the other end
Can't we just show this is the event logs?
No regular agent looks at the event logs, and even if they do, events logs are not fun to read. And this is not information you need once in a while, it's information you need most of the time.
Can't agent just seach for the subject in Zendesk to find the ticket?
Maybe, but it's a chore, and agent might not have access to the ticket anyway.
One of the key issues with Zendesk that this EAP addresses is how to effecively put restrictions in Zendesk, such that you don't let every agent have access to every ticket, in every group.
Before this EAP, there were no sensible mechanism to achieve this separation. With Child ticket side conversations, agent's and most importantly, the agent's own team, can communicate other Zendesk teams, even though they might not have direct access to that teams tickets. Which I think is a really good improvement. But again, they agent definitely need to know which team are currently handling their ticket on the other end.
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Do we need to see the name of the agent assigned, if an agent has been assigned?
To us, that would be great, it would definitely help in internal communications. But it's not need to have, if we only get the Group name, that's okay too.What about the linked ticket? Don't they need to see the Group name of the linked convo?
The screenshot below is how the other party of a linked child ticket views the request.So they have the agen't email address and name. They also have a backlink with ticket ID, although that might or might not be helpful, as they might not have access to that ticket.
Zendesk has always had the issue that it's quite unclear which team other agents are working in, when you look at the comment stream, and read comments by other agents. So this is nothing new, and I assume this is out of the scope for this EAP to address.
We're okay with this state of the receiving end of the child ticket.
If it could be done, we would prefer to see the current assignee of the ticket at other end, not just the ticket ID!
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Thinking about it, I realize there might be some technical challenges behind showing the assignee, when the viewing agent doesn't have view permission on the linked ticket.
It would be a shame if we couldn't show the other assignee for linked child tickets, though. Without this information, I see these child ticket side conversations confusing our agents. Working in Zendesk is hard enough as it is, and I'd really like to avoid adding a new point of confusion to the stack.
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Toby Sterrett love to get your feedback on this!
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I'll add to that showing the ticket ID would also add complementary value. Just as we give our customers a ticket ID when the create a request, for situations where you need to refer to the ticket.
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Hey Joel Hellman we're actually working on this, we're currently waiting on a dependency in a lower level API for an aspect of it. It currently shows the child ticket's status, assignee, and number with a link to it. We'll likely be showing the assignee regardless of the current agent's ability to view the ticket since that was part of the side conversation in the parent ticket to begin with, and we're only showing the public comments from the child ticket. I'm not sure if we'll be able to conditionally link to the child ticket based on permissions yet, but at minimum it will be linked for everyone and an agent will get an indication that they can't view it if they do click.
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Toby Sterrett Sounds like you nailed it. Thanks Toby!
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