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Allow side conversation content to viewed via email notification
Posted Sep 16, 2021
As a user it would be useful to see side conversation content on an email notification without having to click into the ticket. This can surely be possible if side conversation placeholders were added, we could then add these to the triggers.
Could save a lot of user clicks and time.
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11 comments
Official
Toby Sterrett
Hi all. Thanks for the suggestion. This is something we will investigate for a future update to side conversations. It will require both the addition of the side conversation content to the ticket audit event (currently the audit events contain minimal information necessary for the existing trigger conditions) and then the addition of the liquid placeholders.
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Budke, John
+1 for sure!
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Eli Towle
+1!
Many of our agents rely on trigger emails to learn about new ticket replies. These notification emails include the latest ticket reply, allowing the agent to immediately prioritize the ticket and even begin working on the issue without opening Zendesk. Side conversation reply placeholders would allow this same workflow for updates to side conversations (and save agents a handful of clicks).
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Michael Mallinson
We use side conversations extensively to deal with literal side conversations that spring up when either our customer or someone from our team needs to converse with a smaller subset of people involved in the main ticket. Having the content of the side conversation in the email notification would save time and steps, particularly when we're mobile and don't have access to the desktop browser app.
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Jimmy Rufo
+1!
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Natasa Stevanovic
Has anything been done in connection to this issue? It would be really helpful to see the content of the side conversation and I don't see any placeholders created yet and it's been almost two years since the initial request.
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Jimmy Rufo
Cory Vegel, would be nice to know if this one is on the roadmap for this feature.
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Ryan McBride
This feature would be fantastic as literally half the time I get an alert when it is me replying to a side conversation and it's a nuisance not knowing what is a quick reply and what is a slow trigger message.
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Jimmy Rufo
What makes this that much more of a need is that you also can't view the side convo content in the Zendesk mobile application. Its either web UI, or nothing.
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Amber Terry
Is there an update for this issue or a workaround for it? We use side tickets a lot and it would be helpful for our agents to see the content in their email notification rather than clicking a link to the parent ticket.
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Lizbeth Carignan
We also would like this feature enabled. I recently submitted a ticket to see if this is possible. I'll reply here whenever I get a response!
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