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Side conversation receiver has original side conversation creator added
Posted Sep 28, 2022
Feature Request Summary:
Agents who are not the original creator of a side conversation, will be added as cc when a secondary agent replies to the same side conversation.
Description/Use Cases:
Agent 1 creates a side conversation with an end user and leaves the ticket
When agent 2 enters the same ticket and wants to add or reply to the side conversation, agent 1 is automatically added as a receiver of the update to the side conversation.
This seems like weird behavior, as I would expect only the intended receiver to receive my new answer to the side conversation.
This behavior has been confirmed as intended by Zendesk Support.
My suggestion would be to create a setting where it is chosen if the original creator of the side conversation will be added in CC in future updates, or not.
Business impact of limitation or missing feature:
In our organization agents are not responsible for tickets from creation to solved, and therefor are spammed by side conversations they have no interest in, only on the basis that they created the side conversation.
They can manually be removed by the updater of the side conversation, but this is often forgotten and is also just a new click added to the workflow.
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4 comments
Laura G
I very much agree with this point and hope there is a plan to implement this soon.
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Eric
This also impacts customers that use the API to create the side conversation, because the headless API account has no business-case to be associated with the Side Conversation but Zendesk makes that unavoidable.
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Toby Sterrett
Hey all, thanks for the feedback. The current behavior is intended to work along the lines of something like a "reply all" so everyone can stay in the loop. Would a "Reply" option in addition to "Reply All" help in this situation? Or are you looking for a blanket setting to never include other agents in the recipients list?
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Arno (EMEA Partner)
We have noted same issue, and it is simply unnecessary action to remove the other agents to avoid unnecessary emails to be sent, and easy to forget. It is our team that is discussing with a third party to solve an issue on the side conversation, not a specific agent.
If agent address added as cc is not removed, it also reveals direct email addresses of our agents to the discussed party, which is not what we want, definitely not. Third parties should always discuss only with our service address and we reveal personal contact information for our agents only if it is absolutely required.
Should our agent wish include another person in the discussion personnally (allow discussion outside our Zendesk connecting personal emails), they could do that, if they need to. They do not expect to do Reply All.
We do not need any notifications for side conversations to agent personal address, and we have taken steps to disable unnecessary email notifications for side conversations. When Zendesk adds automatically agent as CC, we cannot avoid unnecessary emails.
To extend this feature a bit, Admin should be a able disable revealing agent personal email address to discussed party to make sure it does not happen by Zendesk automatically. Same way Alias can be used to hide actual name, which is very important to some of our customers, actually a real safety issue. It would be good, if also agent could be able to define (or setting on agent level), whether his/her email address can be shared by Zendesk.
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