Exporting Side Conversations

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Ashlee M

Posted Jan 11, 2023

Our team is struggling without a way to export side conversations. We aren't able to forward a thread without all of the content being visible (which is vital if we don't want pieces of the conversation being passed on) & it is extremely hard to take any side conversation out of Zendesk & to use it through Outlook emailing if needed. Forwarding the email chain out of Zendesk doesn't provide the email address of the receiver in the thread, only their name and screenshotting the conversation doesn't help as you can only see the person's name & no email address as well. Is there a solution to this or is this a feature that's being worked on?

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      Shawna James

      Hi Ashlee, thank you for providing us with your feedback and Sydney for linking the other post on this matter. Ashlee can you please let me know if Sydney's post covers your use case and thoughts? If so I will consolidate these posts to centralize feedback. Thank you! 

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      Sydney Neubauer

      I made a bigger feedback post for all limitations and included this post in it: Side Conversation Limitations – Zendesk help

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      Riekje

      Ich  möchte in einer Nebenkonversation mit Endusern kommunizieren und diese Nebenkonversation exportieren/ausdrucken. Aktuell kann geht nur eins von beidem. (#11571230) 

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      Ashlee M

      Hi Toby, Thanks for the quick response! Not so concerned about having the agent's email address visible but whoever is in the To & CC fields, having that visible or maybe an option to have it visible/hidden would be great. It would make escalating non responses better so we have solid proof it was sent to the 3rd party at the right address. Also if we were able to edit what part of the side conversation is being forwarded, for example if I only want to forward the last received email instead of the entire thread. I've tried to edit it previously but can only delete everything or send everything in the conversation. Something similar to how we can view end user responses in a pop up could work as well.

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      Toby Sterrett

      Hi Ashlee. Would having the email address in the forwarded thread work? It's currently not there in order to not leak agent's personal email addresses on accident, but we're looking into a way to replace individual agent addresses with the ticket's support address.

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