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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
Natalia Maglioni
Requerimos poder medir los tiempos y volumen generado en conversaciones secundarias
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Atanas Tomov
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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Stephen
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:
In effect, access key data about the Child Ticket, as a set of attributes on a parent ticket including:
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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Boyan Spasov
+1 It would be very useful for us !
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Shawna James
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
Thank you for understanding.
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Amar Taggar
@... Any idea when this will get implemented?
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Marty
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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Anastasia Kachanova
Shawna James could you please advise if you have any update on this one?
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Toby Sterrett
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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