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Side Conversations in Zendesk Explore



Posted Jun 22, 2021

Zendesk Explore SHOULD contain data related to Side conversations. Specifically, we would like to know the number of side conversations (created and/or replied to) on an agent level. Agents take the time out of their day to email via side conversations in order to resolve their ticket. It is unfair to not include this work in calculating the total productivity of an agent throughout the day. 

I have tried the "workaround" using triggers and tags and this is weak solution. (Mentioned here) These are the issues that I have found that prevent this solution from reporting correctly:

1. I can only set triggers for when the side conversation gets created and for the first reply from the agent assignee. Any additional agent replies (to the side conversation) outside the first one is unable to be tracked with a tag due to the limitations of triggers. 
2.  By using ticket tags we can only see the total # of tickets (tagged w/ "side conversation created") vs the agent assignee. This query does not show WHEN the tag was added and is therefore not similar to the "Agent Updates" data set. 

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40 comments

Requerimos poder medir los tiempos y volumen generado en conversaciones secundarias

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Absolute +1 on this. Side conversations should definitely be something we can report on within our company relating to internal escalations. Metrics mentioned in previous comments will all be utmost useful to track average response times, first and full resolution times, reopens etc. 

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Hi @...,

I appreciate seeing that there is a push to have Side Conversation data be reportable.

I would like to specifically note that improvements on reporting for Child Tickets via Side Conversations. I think you should be able to do the following for Child Tickets:

  • Number of tickets with Child Tickets
  • Number of tickets with Child Tickets assigned to a specified Group
  • Number of tickets with Child Tickets by Status

In effect, access key data about the Child Ticket, as a set of attributes on a parent ticket including:

  • Child Ticket present (true / false)
  • Child Ticket ID
  • Child Ticket Status
  • Child Ticket Group
  • Child Ticket Form
  • Child Ticket Assignee
  • Child Ticket Custom Fields

I appreciate the difficulty here will be reporting on this data when there are multiple Child Tickets, but at the moment reporting on the link between Parent <> Child Tickets is really frustrating requiring two separate tables of ticket data to find that link.

 

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+1 It would be very useful for us !

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Shawna James

Community Product Feedback Specialist

Hi everyone, thank you for your continued responses here and engagement on this thread. I want to confirm that Toby's most recent update remains accurate for this project status. 
 
I understand how our recent updates about this feature not being prioritized might have caused frustration because we didn't reference our guidelines in this post. Product feedback that is provided in this space is not guaranteed to be included on any product backlog or roadmaps. While we listen and read every piece of feedback that comes through this forum, in some instances, our product teams need to make the tough decision to work in a direction that is not aligned with a particular piece of feedback. This Community forum is simply for sharing your challenges and how you use the product, but it is not a case/resolution system.
 
We appreciate your continued engagement here and look forward to sharing more on this product area in the future. Thank you for being valuable Zendesk customers!

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Shawna James

Community Product Feedback Specialist

Hey Casey, as I detailed above, I spoke with Toby the PM you are referencing and the update he last provided in October of 2023 is the most up to date for this feature request. 
 

Apologies for the delay, all. The work to prepare the side conversations data set for Explore made a lot of progress, but there are steps in the process that are not possible to complete by the side convos feature team. Unfortunately those steps were halted in favor of other data sets that received a higher prioritization. We're doing everything we can to get the side conversations data set prioritized as soon as we can. I will refrain from giving a time estimate again, but it is definitely something we are not going to stop pushing.

 
Thank you for understanding. 

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@... Any idea when this will get implemented? 

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Side conversations is the best feature that Zendesk has introduced in a very long time. That we can't report on it feels like a strange short coming. 

I have no idea if we are handling 10 och 10.000 side conversations wich creates a blindspot in reporting.

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Shawna James could you please advise if you have any update on this one?

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Toby Sterrett

Zendesk Product Manager

Hi all. We are once again in the process of getting side conversations data into Explore. Other data sets have taken priority over side convos in the past, but it looks like they have a slot for early next year.

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