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Adjust Child Ticket Requester Field from Side Conversation Panel
Posted Mar 25, 2024
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
I would like to be able to specify an email address or other non-agent requester in Child Tickets. Currently, it only allows us to select an Agent or Group from the side conversation panel,
What problem do you see this solving? (1-2 sentences)
All of our agents use side conversations to communicate and get feedback from our other departments, who operate outside of Zendesk. Right now, we have to manually revisit any open conversations that have been open for a long time. We have every other Pending status set to automatically "bump" tickets to remind the Requester we are waiting for a response. Having this portion of our system automate as well will cut down dramatically on any follow-ups we need to send.
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? (3-4 sentences)
This impacts every agent on our team every day. Not being able to automate this process that has been automated in every other instance is clunky and creates a disjointed workflow that hinders our ability to efficiently address important issues and instead have to spend time checking back in on items that are still waiting.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
We currently have our team set to receive emails when side conversations have not been updated. This still requires that our agents check their EXTERNAL outlook email, which redirects them to the ticket, meaning they have to then navigate to the side conversation and compose a follow-up email. This takes a minimum of a minute when it could take 0 seconds if automated.
I have tried setting up an automation that runs when a ticket's status of "on-hold" (used only when we are waiting for side conversation updates) has lasted for more than 16 business hours. I allow it to add a tag "SIDE_FOLLOW_UP1". I then have a trigger which uses Ticket > Update via IS Automation, and Ticket > Tags Contains SIDE_FOLLOW_UP1. It then creates a side conversation reminding the intended recipient that the item needs attention.
If I set these to create a side conversation via email, I can pull through custom ticket fields in the "to" field, which allows me to create a ticket field specifically for an email that the agent wishes to send side conversation updates to. This is not dynamic enough and very clunky.
There does not appear to be any existing placeholders for any information within side conversations.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
My ideal solution would be that we can select "create a child ticket" and be able to set the requester to any end user we would like. I do not want the child ticket to default the requester to the person it is assigned to.
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3 comments
Helen Davies
This would also be hugely beneficial to all of our businesses within our Group. We often get email responses in error when an alternate team needed to go back directly to the customer.
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Shawna James
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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Toby Sterrett
Hi Carson. We are currently working on an update to child tickets that would allow setting the requester of the child ticket on creation. We're still working through a bunch of the details for making this happen, but it's a primary focus for the side convos team.
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