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Mobile App Side Conversations

Planned


Posted Dec 12, 2018

We 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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41 comments

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Will Poon

Zendesk Product Manager

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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Side conversation on mobile apps is extremely important. Our sales people complained so hard about missing of such function. When will your new mobile apps roll out to fulfill this requirement? Please take the request seriously!

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This was on the roadmap for 2022 which is almost over and we have not heard anything?

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Is this still going to make 2022, as previously suggested?

This is our biggest reason for conversations happening outside of Zendesk.

This results in front line agents being misinformed on progress and tickets looking like they are neglected whilst they are being progress in provate conversations outside.

With an increasingly mobile workforce, the ability to initiate a related conversation with a supplier, etc on the move from the same ticket is becoming an essential requirement.  

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Will Poon

Zendesk Product Manager

Hi folks,

Thanks for your feedback, unfortunately, we won't be able to add this capability for 2022 as we have been focusing on releasing our new mobile app experience. We'll be looking to improve this new experience next year and will add your feedback to the side conversations feature request so that it can bump up the priority.

 

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Side conversations are an important part of my job as the dedicated ZenDesk agent for my company. I use them daily when I'm stationed at my desktop computer or laptop. Not being able to use side conversations on the Mobile App prevents me from adequately resolving tickets on my days off work and when I'm otherwise away from my computer or laptop.

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First it said 2022. Then it said 2023….it's 2024 with no updates and it is still not on the mobile app.

This is VITAL for our technicians to be able to see linked tickets and create side conversation tickets in the field. Is there ANY update on this?

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Will Poon

Zendesk Product Manager

Hi Julia, this feature is in active development with our mobile apps team and we're hopeful to have a first iteration for email side conversations available by the end of Q2 this year. Please keep an eye out for updates to your app.

 

Thanks,

 

Will

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Hi. Any update yet on side conversations in the app ?

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Yes. Nothing is done

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Thank you for adding this important feature, Daria. I look forward to iOS being enabled. 👏🏽👏🏽

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