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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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