Why can you not CC a support address or use in side conversations?
When using Zendesk, sometimes we would like to be able to make another team/department aware of some action that is being taken, but do not want to move the ticket as the assignee still needs to be the person dealing with this.
We are currently having issues with this due to the restriction of a support address that is routed into Zendesk not being able to be sent a side conversation or be CCd on the ticket. For this reason the agents are needing to preform additional tasks, including raising new tickets that can be passed over to offer this update to the required team, which is delaying the resolutions and affecting the AHT of the tickets.
Is it possible for this restriction to be removed?
This is something that was a huge issue for us in the beginning of Zendesk and it took awhile to get used to. If you enable the "Zendesk Agent Workspace" it will actually allow you to create a child ticket via side conversation. Basically this creates a ticket for that specific group / entity you want to contact and this keeps the original ticket still assigned to you. When they comment on that ticket it will appear on your ticket as a private note. The agent workspace does change the layout of Zendesk slightly though so enable it in your sandbox first!
I am having this same problem. I just activated side conversations for my support team and the inability to CC people on emails using the email function of side conversations application is forcing me to turn this back off. I do not want to create any child tickets or create any further overhead. I simply want the ability to CC folks on any emails that are originated from the side conversation.
Is there no way to do this??
The way I handled this situation was to...
- Add my Organization (as a customer account)
- Add my various "support" email addresses (mine, not the Zendesk forwarded ones) as "End User"
- Manually "verified" all addresses (i.e. click next to email address, select "Verify Now")
Granted, I have our "support" addresses configured in Exchange as distribution lists, that forward to the "Zendesk" addresses that were configured.
One thing I forgot to mention, you have to be careful doing this, as you could potentially wind up generating multiple tickets on the same matter when adding those "users" as CCs. I mention this as this did occur a few times for me, when we had a couple of our teams in a different instance, but I haven't seen the issue since we put all our Back Office teams in one instance, and our Customer facing teams in the other.
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