Ticket side conversation end-user
We would strongly appreciate if the ticket side conversation could be created also for end-users, and not be limited to agents and groups as it currently is.
We acknowledge that we can manually change the requester later on, but it would make our work easier and faster, if we could create the ticket for an end-user already in the first place. At least we don't see any reason why it could not be possible to adjust the feature that way. Thank you!
Hi Sini Juntunen, this is possible to send side conversation but via email and not child tickets.
Please see this Article https://support.zendesk.com/hc/en-us/articles/4408832279962-Enabling-and-disabling-side-conversations
Under Side Conversation you can enable by ticking the "Enable Email".
Hope this helps!
Hi Jahn Bronilla, thanks for your suggestion. However, we do use email side conversations too. We would like to be able to create the child ticket to an end-user already from the beginning, rather than changing the requester on the ticket afterwards. This would be minor, but very helpful and efficient, feature change for us.
Agreed. For example, a client emails a request and ticket is created. We want to check with the freight company and track that as a seperate ticket, so we would create a side conversation via Ticket, and set the requestor to be our contact at the freight company.
Doing this as a side conversation via email does NOT help us track that conversation with the freight company or comply with any SLA.
+1(00) for this ability to create a side conversation ticket for an end user in the first step.
Yes, we can change the requester later, but the requester must already exist, and you can't create and end user requester in this step and have Zendesk allow it. This adds friction and stress to a process that support agents don't need.
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