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Side Conversation Email SLAs and Child Ticket/Email tag inheritance from Parent Ticket
Posted Jun 07, 2021
Thank you ZenDesk community for reading and the ZenDesk experts for considering our requests.
Currently Side Conversation child tickets and emails that these do not inherit tags from the parent ticket.
Also, our team does use First Response Time SLAs as we want to make sure to respond to customers promptly for time urgent tasks. Currently, for responses to Side Conversation emails, we are not able to apply SLAs to these emails.
(For other Side Conversation improvement suggestions on HTML formatting and the ability to format Side Conversation emails in the macro creation process, please see my other post Side Conversation Creation and Formatting Improvements – Zendesk help )
The issue: Not able to apply SLAs to Side Conversation Emails. Side Conversation Child Emails and tickets do not inherit tags from parent.
The impact: Makes it harder for our very busy Support Agents to notice responses beyond a reopened parent ticket. SLAs help us focus our Support Agents on responding to tickets within agreed upon timeframes. Our customers expect speedy responses and we don't want to overlook their concerns. Overlooking emails can mean missed appointments costing our company and our customers significant time and money as well as damaging our reputation. This will affect all of our teammates that use side conversation functionality.
With regards to Side Conversation child tickets and child emails being able to inherit tags from parent tickets, this could allow for easier tracking and transferring of information from within our support groups and less reliance on manual tasks.
What we'd like to see happen: Be able to apply SLAs to Side Conversation child emails and be able to have options to pass tags from parent to child.
Thank you!
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6 comments
Nicole Saunders
Thanks for typing out this detailed feedback and following the format from the guidelines, Krista! I'm sure this took you a little while to put together and we appreciate that.
If other users have needs similar to what Krista has outlined above, please up vote her original post and share any additional details in the comments below.
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Serge BERTAINA DUBOIS
Hello,
Very interested in this kind of inheritance feature.
This as a checkbox option.
And not only for Tags, but also for other information:
- Requester
- Form
- Type
- Priority
-Customs fields ....
Thank you !
Serge.
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Salokya Mathur
Hi,
If I create a child ticket in the side conversation, then the data into that would only be visible to the internal agents and this cannot be shared with external users via email. Moreover, I need to know if the SLA report will cover the time when I have replied to the email and when I am getting the response over the side conversation.
The same needed in the escalation report where I need all the data. Please let me know how this can be done.
Thanks,
Salokya
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Paolo
You are correct, when creating a side conversation ticket, that would be only visible to your agents. If you'd like to share the information to the end-users, you have to send it via the Email side conversation. The SLA will only apply to tickets that will meet its condition. If the side conversation meets the SLA conditions, it will be applied to it. As long as the ticket has an active SLA and an agent comment was added to it, it will be on the SLA report. However, if you will reply via the side conversation child ticket, that will not affect the SLA fulfillment of the parent ticket.
Regarding the escalation report, we would need to have more details about your use case here. I highly recommend reaching out to our Support Team to discuss this further. More information here: Contacting Zendesk Customer Support.
Best,
Paolo | Technical Support Engineer | Zendesk
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Toby Sterrett
We don't currently have plans to support SLAs on email side conversations, but we are doing work on enhancements to child ticket side conversations that will allow for the requester to be set to the parent's requester or another end user, which would allow SLAs on the child ticket. Also, we added the ability to include the tags, ticket form, and followers from the parent to the child ticket, which will hopefully help.
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Sajid Ali Shaik
Hi Toby,
It would also be beneficial if Zendesk could offer the capability to include the requestor and organization of the parent ticket in the child ticket.
Thank you!
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