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Placeholders for Side Conversation messages



Posted Jul 14, 2022

Hello,

The agents have recently asked me to add text of the message coming via Side Conversation.
Right now, we have only a trigger that is notifying agents about new message in Side Conversation in their tickets, but it would be great also to attach the text of that message.

For the messages coming normally there are placeholders that we use in notification triggers, for example:
"ticket.comments" or "ticket.latest_comment"

It would be nice to have similar placeholders for the message coming via Side Conversation so the agents could see the notifications and the text of a message and decide if this is an urgent message or not, instead of login into the ticket and checking in the system.

Right now, I do not have a workaround for this.

Thanks you


16

9

9 comments

BUMP!

To add to this, it would be great if I could have a placeholder for the original date of the side conversation too :) 

Thanks!

4


Agree this is much needed! Thank you.

1


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Dan R.

Zendesk LuminaryCommunity Moderator

Yes please!

Use case: Agents often missing the in-app notifications that side convos have updated. I want to create a trigger than when a convo receives a reply, I can relay the message via Slack to the assignee but can't pass the message along due to the lack of placeholder for side convo message content.

Alternative - allow for view conditions that show us the status of tickets and their associated side convo states?

1


Same! Would value this as well.

1


image avatar

Toby Sterrett

Zendesk Product Manager

This will require adding the full content of the side conversation messages to the ticket events, and then the addition of the liquid placeholders. We're aware of the need for this, but still need to evaluate what it would take to get those two pieces to happen.

Question: would you all still need this functionality if there was a more robust notification system?

0


@...

Depends what you mean by notification system. Are you referring to an in-app notification? That would be great for agents who work 100% of the time in Zendesk. However, for some teams, they check Zendesk tickets anywhere from just a couple of times a day, to a few times a week, so in-app notifications wouldn't help them.

 

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Toby Sterrett

Zendesk Product Manager

That definitely helps. Thanks Carmelo.

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The need is :
When a public comment is shared in a side conversations

Then
- The parent ticket should be opened
- A clickable internal comment linked to the side conversation should be added to the parent ticket (like when the side conversation is created) with the first lines of the response appearing.

1


We would love a "ticket.latest_comment" placeholder

0


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