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Feature Request: Detailed Reporting on Side Conversations



Posted Nov 19, 2023

Currently there is very limited way to report on Side Conversations in Explore. Only way is by using tags when Side Conversations are created, but there is no way to report on details within side conversations.

Request: Please allow Explore to provide and filter:

  • Users that have been sent each side conversation (or tag using user tags, so we can report on who was side conversation sent to)
  • How many side conversations have been created on each ticket
  • Ability to see that status of side conversations (done, not done)
  • Timestamp when the conversation was created, updated, marked as done and the name by whom it was done.

Thanks!


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6 comments

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Shawna James

Community Product Feedback Specialist

Hey Helvijs, thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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Wojciech Smajda

Zendesk Product Manager

Hey Helvijs, thank you for taking the time to provide us with this valuable feedback. We apologize for the delay in responding to your request for enhanced reporting features related to Side Conversations in Explore.

While we cannot commit to specific dates or timelines, we acknowledge the importance of your request and understand that having robust reporting capabilities is crucial for optimizing your workflow. Please know that we are constantly working on improving our products and such feature enhancements are considered as part of our ongoing development efforts

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I also really need this feature. Our agents perform a large portion of their work via side conversations (with other departments and our largest contractor). The number of public agent replies on tickets is close to meaningless as a proxy for their workload in any given week, so we need reporting on the activity in side conversations to properly track how much pressure is on the team and respond to unusual workloads.

1


Tracking side conversation activity and participation is key - otherwise, the agents are not “getting credit” for their efforts, leaving my senior/helpful agents at a data disadvantage, and not uncovering either areas that need more training (this category of case creates more side conversations) or agents that could use more training (the weight of side conversations per case). 

This lack or reporting/data is a non-starter. 

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In the meantime I have implemented a very simplified workaround to at least count the total number of agent messages in side conversations in any given ticket. Maybe this can help out others who end up here.

I've added a numeric custom field to our tickets that doesn't appear on any ticket forms and only serves as a counter for side conversation activity. Then there's a trigger with conditions

ALL:
Ticket details > Current user | Is | Agent

ANY:
Ticket > Side Conversation | Is | Created
Ticket > Side Conversation | Is | Answered
Ticket > Side Conversation | Is | Reopened

Its action sends a notification to our /api/v2/tickets/{{ticket.id}}.json webhook with this code:

{
	"ticket": {
		{% if ticket.ticket_field_<counter_id> == blank %}
			{% assign counter = 1 %}
		{% else %}
			{% assign counter = ticket.ticket_field_<counter_id> | plus: 1 %}
		{% endif %}
		"custom_fields": [{ "id": <counter_id>, "value": {{ counter }} }]
	}
}

(where <counter_id> has to be replaced with the id of the custom field)

This increases the counter by one every time an agent posts anything in a side conversation. As far as I can tell, it works. I'm sure you could expand on this in many ways if you need more detailed reporting.

1


+1 on this feature request

 

Thanks for the suggested workaround Jakob! I've successfully been able to make it work.

 

Jakob's suggested workaround may be a temporary solution, but does not give credit for individual agent activity what we are looking for. 

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