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Side Conversations - Google Chat Integration
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.
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3 comments
Shawna James
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Chris Drylie
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.
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Phaedon
This would be of huge benefit to us
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