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Send button in a new Side conversation
Posted Nov 21, 2023
We have an issue with the side conversations in the context panel.
The formatting bar does not move while being scrolled after starting a new side conversation. If an agent has started a new side conversation the bar is not locked and the agent needs to scroll all the way down to be able to send the side conversation.
When answering an existing side conversation the bar is locked and moves a long when scrolling the field. Could this also be possible with a new side conversation? That would solve the issue.
Since the ticket status button is so very close agents sometimes confuse this button for the send button. And then tickets are closed without actually sending the conversation. This is causing major issues in some cases.
7
11 comments
Ben Straub
This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
Thank you again for your feedback and for being a valuable customer with Zendesk.
1
Pablo Navarro Moyano
+1. Please try to solve this. Thank you.
0
Juan Enrique Varela Rastrero
Nosotros nos encontramos con el mismo problema, hemos dejado conversaciones secundarias sin enviar ya que el agente no ha bajado hasta el botón “Enviar” y ha marcado el ticket como resuelto, pensando que había enviado la conversación secundaria, dicho botón de “Enviar” debería de estar siempre visible, no teniendo el agente que bajar y subir la barra hasta llegar al mismo.
Gracias.
2
Ana Gonzalez Melguizo
It causes us a lot of problems too. It would be appreciated if this change could be made.
2
ROSANA CABEZUELO
Totally agree, we have the same issue. We would like to have the send button locked so that agents do not confuse it with the ticket status button.
1
Stephanie Schober
YES! Please do something about it. Much appreciated!
1
Carson Hess
Plus one to this. We've just swapped to zendesk and already have issues with agents mistaking the "submit" button as a way to save side conversations - if the Send is already static in existing convos like Daniel above posts, it would make sense for it to be static when creating one too!
1
Daniel Pohl
Our server desk has the same complaint. To us it doesn't make sense, that in an existing Side Conversation, the Send button line is sticky, but when you write a new Side Conversation it vanishes down.
Please make the Send button line also sticky for a new Conversation!
Here the locked bar with existing Side Conv.:
Here the vanishing Send button bar with new Side Conv.:
Looking forward to a solution!
Best regards
Daniel
1
Janna Johns
+1
1
Shawna James
2
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