Recent searches


No recent searches

Side Conversations - Google Chat Integration



image avatar

Aaron Doane

Zendesk Luminary

Posted Jan 02, 2024

Overview

For companies heavily invested in Google Workspace, Google Chat is a large part of an agent's daily communications. Google Chat is often used for reaching out to resources or Subject Matter Experts when working on an issue and, because these conversations live outside of Zendesk, they cannot be later referenced by other agents. 

What problem do you see this solving? 

This would allow the contents of conversations related to tickets to be stored in Zendesk for future reference, reducing the amount of time needed to solve future iterations of the same issue and increasing agent efficiency.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?

Daily

Are you currently using a workaround to solve this problem? (If yes, please explain)

Asking agents to copy and past conversations into private notes when those conversations occur via Google Chat. 

What would be your ideal solution to this problem? How would it work or function?

I would like to see this function similar to the Slack integration that is already available. As an agent, I would have the ability to start a side conversation with a person, group of people, or a space within the organization's Google Workspace instance. 


25

3

3 comments

image avatar

Shawna James

Community Product Feedback Specialist

Hey Aaron, 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!

0


image avatar

Chris Drylie

Zendesk Product Manager

Hi Aaron, 

Thank you for this, our teams are currently working on several improvements in our integrations spaces and are always on the look out for ideas such as this one, we will continue to monitor these request and keep track of interest.

Thank you again for taking the time to create this post.

0


This would be of huge benefit to us

0


Please sign in to leave a comment.

Didn't find what you're looking for?

New post