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Zendesk Explore - Side Conversations

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pablo.torres

Zendesk Luminary

Posted Apr 22, 2024

Hi Community!

 

Along with my greetings I wanted to put in the table the following requirement:

  • Having information in Explore that can help us (agents/admins) do a follow-up to the Side Conversations tickets with their ticket status, having the information of which ticket they originated from.

Currently you can get the info on ticket_Id and ticket_status but they can't express from which ticket they originated and thats a major need.

 

Will be waiting on ideas or responses.

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5 comments

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    Shawna James

    Community Product Feedback Specialist

    Hey Zerviz,
     
    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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    pablo.torres

    Zendesk Luminary

    Thanks for the update Shawna, I didn't see the answer so my apologies for that.

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    Akshay Gupta

    Hey, our requirement is similar; we need information about both the parent and child tickets. However, currently, this isn't possible. Secondly, I attempted to use the formula REGEXP_EXTRACT([Ticket external ID], "^zen:side_conversation:.*:(\d+)$"), but I only managed to extract the ticket ID. Other information remains invisible even after updating the field name in the formula.

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    Victor Duarte

    Hi Pablo,
     
    I hope you’re doing well! I’m stepping in to assist Shawna.
     
    About the report you’re working on, do you have any ticket examples that include those side conversations?
     
    If you can share a few, we can take a closer look and determine how to manage this.
     
    Thanks!

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    pablo.torres

    Zendesk Luminary

    Hi Victor, hope you're doing well too.

    I mean the thing is: there's actually no report on “who is the parent” of the child ticket.

    You can get information of the child tickets through the filter “channel:side_conversation” but nothing about the origin ticket.

    I know for a fact that you can get that information through API though, in an order similar as this:

    • Get the info of the child ticket with its id (knowing that it's already a child, through Explore and the aforementioned channel filter), see the next example.
    • Obtain the last part of the “external_id”, after :ticket:, because there it shows the id of the father ticket.
    • Search the parent ticket through that id.

    Only after that you can get information (only through API) of the parent you can try to understand the status of the parent ticket.

    Me question was “is there anything that Zendesk can offer to us through Explore?” 

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