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Macro: Add attachment for side conversation macro



Posted Sep 14, 2022

Feature Request Summary: 

Macro: Add attachment functionality in 'Side conversation via email' actions

Description/Use Cases: 

Agents need to manually add attachment on the same macros they are using. Adding attachment button would allow agent to use macro and send quick email to our stakeholder without having to attach same document.

Business impact of limitation or missing feature:

Add attachment only available on 'Comment/description' action. This could be extended to side conversation via email and also child ticket.


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9 comments

Official

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Toby Sterrett

Zendesk Product Manager

Thanks for the suggestion! We will take this into consideration for future updates to the side convo macro actions.

Mark, I agree that the "Add all attachments from parent ticket" would likely be the option for the ticket attachment option.

3


Thanks for this feedback Ariff, and welcome to the community!

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Totally agree

Ability to create a macro automatically includes any attachments from the main ticket on any side conversation email or child-ticket would be great.

As it is already possible manually, i cant see why this wouldn't be possible and could be a quick win for macro control of side-conversations.

Zendesk - could you confirm this is possible and give us a rough time-scale on when it could be added please?

2


100% agree.

We have macros that transmit PDF reconciliations (for one example) to side conversations with their respective stakeholders. The ticket assignee is a member of the accounts team, the requester is their supervisor, the side convo is the account holder.

It would be great to add the existing code for "Add attachments from ticket" to my current macro for the finance team. Though I appreciate this could be a tricky process to present admins with a set of codeless code-out options where there are multiple files in the parent ticket. The admin space workflow could perhaps have an "Add all attachments from parent ticket"?

Would be keen to hear of some ideas for this one. 

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Yes, this is needed badly.

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yes I also believe that it is a feature that must be developed and is 100% necessary.
hopefully it will arrive soon

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Agreed, have sent a suggestion in for this so hopefully the feedback is taken on board with it being asked for since 2022. Unfortunately without it, it's slowing our team down as they're having to manually send emails when we have attachments to include but this could be automated with the feature

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Ditto. This is very necessary since a lot of side conversation workflows are built to share info from the original ticket (including attachments) with the recipient. the macro helps agents save time and standardize procedures, so a big part of the workflow being manual just leaves too much opportunity to miss it. Please consider adding. 

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We would love to see this functionality added as well!

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