Mobile App Side Conversations
PlannedWe need to use side conversations through the mobile app. The agents are technicians who are not in front of a PC, but outside the office doing maintenance work. They need to access from the mobile and be able to use the side conversations. Are you planning to incorporate this improvement in the short term? Thanks!
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Official comment
Hi folks, thanks for all your feedback on side conversations. We have this on our roadmap for 2023 but don't have any firm dates on when this will be made available. Once we have some indicative timelines, I'll come back to this thread and update.
Thanks again for your feedback.
Will
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This ability if critical as the Agent are mobile and without this ability the expensive add on is worthless.
I also find it very disturbing that this it NOT mentioned in ANY of the documentation, when obviously the Agents will be using the Mobile Application.
I would appreciate information regrading when this can be expected. As I have mentioned, the Agents are mobile and do not have access to a laptop. Therefore, if this feature is not close I will simply have the purchase refunded as it is not usable for its primary function.
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@Soporte Bimyou – we don't have short term plans to add side conversations to the mobile apps, but it is something we're gathering feedback on pertaining to the workflows that are necessary on the road with them. Would the technicians be creating side conversations, replying to them, just reading them, or all of the above? Are they folks who are in the field and then need to create side conversations with e.g. service providers or something along those lines?
@Kyle Apologies that the documentation doesn't have the limitation of the functionality not yet being available on the mobile apps, we'll definitely update them to reflect that. Like I mentioned above, we're not able to get this functionality into the apps in the immediate short term, but it's something we're gathering feedback on for prioritization for sure. It would be great to get some more detail on your agents' mobile workflows so we can get a good idea of what they entail to make sure we'll be providing the right level of functionality with a mobile version. For example, would the agents be using things like inserting ticket comments into their side conversations or starting them with macros? Or would it be a more straightforward usage of starting a new conversation with a short message?
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Hello,
As an agent I want to start a side conversation with my colleagues which are not agents, but can help me to solve the ticket.
So, I want to be able to start a side conversation and read and write messages on it. Currently I forced to use the site, it doesn't have a mobile web version and almost unusable on my phone.
For example, when I started a side conversation and starts typing the `Hel`, my phone suggests me the word `Hello`, if I tapping it, it removes the whole word and inserts only `llo`, then I unable to edit it or type something other! This is very annoying.
On my tablet it has a different behavior. It inserts suggested words normally, but erases it when I typed something other. It always removes the last typed word. So, I forced to type every word twice.
And so on. So, it differently must have a mobile version.
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I know, the development of mobile app can be slow. But please, make at least a mobile web version of the site. I'll remove this app immediately and will use only the web version.
From my experience, the mobile app never been as useful as a web version.
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So one month has passed since your comment Toby and I still see no evidence that you mention anywhere in your documentation that the side conversations will NOT work on the mobile app? We just activated the trial after watching your webinar on the subject, and now I am just as disappointed as the other users who commented on this thread, that our agents who answer tickets exclusively on mobile are unable to see existing side conversations on tickets from their mobile, create new ones or reply to them by email either as that would defeat the purpose as the replies would be visible to the requester if the assignee answers a comment from a side conversation one one of their tickets back by email.
It is top priority for us that you activate the side conversations feature on mobile!
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This would also be very helpful for us. Our sales quality team uses this app relatively often to interact with tickets.
These people are the liaison between our lab and sales team.
This team is often times working from the road and need to access all methods of communication through the support interface especially including side conversations because this is how we interact with sales team members regarding quality concerns.
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This is incredibly important to our business work flow. When will this be released?
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Four month have passed, and still we get no answer about when you will make side conversations available on the mobile app. This is disappointing to say the least.
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Hi all -
As stated in our product feedback guidelines, for both legal and competitive reasons, we are not allowed to share specific ETAs in this public forum. We do provide general timelines when we can, however those should not be considered guarantees and our roadmaps are subject to change at any time without notice.
If and when we are close to releasing this, we will be certain to post that here. We do appreciate your votes and comments as they help us gauge the need and number of customers potentially impacted.
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This is also critical to our day-to-day workflow as agents almost exclusively use the mobile app. Why would you not include PAID, crucial aspects of the web version on your mobile app? If we are paying for the expensive collaboration add on, it 100% needs to be available on both web and mobile - no question. That is your reason for making this a priority.
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Thanks for your feedback, Cat.
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+1 to this
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Very disappointed that after so many customers asking for this feature all we get is a "Thanks for your feedback" and - sorry no ETA. We are PAYING for this feature and unable to use it on Mobile. This is frustrating and keeping us from being as efficient as possible. Please indicate what exactly is the reason why you decide to not implement this important feature on mobile (as well as a lot of other basic features which inexplicably are also not available, such as seeing form fields or labels).
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@... @... be happy you have this feature. We've had Light Agents add-on for almost 10 years and it was decided that we shouldn't get side conversations as part of it and we have to pay extra for this (?)
We've been waiting for the following paid features to be updated and/or brought to mobile:
- Customer Lists
- NPS Survey
- Reports (even in a basic sense)
- Visitors list to work on Agent Workspace on the chat product
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Still no change, and I am now getting asked to fill out feedback forms just so Zendesk can again tell me a year later that they have no "short time" plans to implement this feature lol. How much more feedback do you need until you notice that your customers actually want to be able to use the side convo feature on mobile, after paying good money for it? sigh
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+1 for this feature to be available on mobile. I would love to be able to read responses to sc started during the day on my computer.
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What is the latest on adding side conversations to the mobile app. As with all other previous comments, this is a pretty important feature that is lost with agents that are in the field and using the Mobile app exclusively when on the road.
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Implementing side conversations for communicating with internal teams and sending important updates and then realising the exchanges are invisible on mobile apps and have been since 2018 is very disappointing.
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SC's are useless on the mobile app which means the mobile app is useless if you use SC's regularly. Would love to use the mobile app for SC's
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I find it very strange that side conversations, now a ZD core feature, is still not available via the mobile app..
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Once again, asking for an update on why you have still not implemented side conversations on mobile. I am tired of your webinars with new announcements and emails from your sales people trying to get us to order more features we don´t need, while you continue to ignore all the requests to improve important existing features.
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Just chiming in here - I would very much like to have Side Conversations in the mobile app as well. This has become a key feature in Zendesk and needs to be in the app for me and my customers to take full advantage of SC.
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Yesss, definitely need side conversations in mobile app
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+1 for this - we use Side Conversations extensively and being unable to use it in the mobile app can be very frustrating.
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+1 Side conversations are essential to us, Zendesks mobile app is therefore not useable.
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We'd also like to see Side Conversations brought to the Mobile Application for our agents +1
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+1 Side Conversations and the Time Tracker are both ESSENTIAL to for our agents. Not very mobile if you have to use the web interface.
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Is there any update on the process of this feature? If so, please share the link to download
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Hi Naresh, we're working on update our mobile apps at present and side conversations is something we will be working on afterwards. We don't have any definitive dates just yet but when we do, we'll be sure to keep you informed.
Thanks,
Will
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