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.
Please sign in to leave a comment.