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Save ticket updates on macros for Side Conversations and reduce clicks and errors!
Zendesk LuminaryThe Product Manager Whisperer - 2021Community Moderator
Posted Apr 10, 2023
We've noticed quite a hole in the use of macros for Side Conversations we're hoping Zendesk will close.
When we start a Side Convo via Macro, we have to
1. Select the macro and run it
2. Click Send on the Side Convo
3. Click submit on the ticket.
I can't tell you how many times Agents don't do # 3 which leads to a lot of errors in workflows. I am requestion that Zendesk close the gap on 2 and 3 so that when we click send on the Side Convo, the ticket is saved also. This way, any group, fields or tag changes are saved right when the side Convo is created which is what we would have expected!
To show you what I mean, the article above:
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1 comment
Dan Cooper
Macros give us a lot of power when it comes to side conversations, but for workflows that only need to create a side conversation and add ticket metadata it is lacking because it requires a double submission workflow that isn't intuitive.
I can understand it might be challenging to submit ticket updates when a user might have run several macros or started other updates on the ticket. With this in consideration, I'd love to see a Send and Submit option when sending a side conversation. This would give us the flexibility to simplify submitting both the side conversation and ticket in one action for this workflow. If a macro created the side conversation draft and set various ticket fields the side conversation could default to the Send and Submit option, otherwise it could just be the current Send option.
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