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Ability to include side convo in ticket update



Posted Jan 26, 2024

We're using side convos to coordinate with third-parties. I've managed to set up a trigger to let us know when a side-conversation is created and when it is replied to, but I can't find a way to include the actual update, what the reply actually was. We need to click on the ticket to open in Zendesk then open side convos - which aren't available on the mobile app.

I've been told there isn't a way to include the actual side-convo update in the email trigger - or any other way to see what the side-convo update was on a mobile device.

Really would like the ability to at least see the side-convo message as well as being able to use side convos on mobile.

 


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3 comments

Official

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Toby Sterrett

Zendesk Product Manager

Hi Andres. We are looking into what it would take to get the full side conversation message stored with the ticket events that are currently being created. From there we'd have to add new liquid placeholders to use this new content. No time frame on that, but it is on our radar.

As for side conversations on mobile, there should be some updates on that in the future.

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Shawna James

Community Product Feedback Specialist

Hey Andres,
 
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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Thanks for the update @... - looking forward to it.

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