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How can I provide feedback for the Side Conversations Child Tickets - Enhancements EAP?
Posted Sep 20, 2024
Use this community forum
We'd like to keep feedback as social and collaborative as possible, so we invite you to follow this community forum too.
If we see that there is a topic of general interest, then we'll post about it here and invite everyone to provide their feedback. Likewise, you're welcome to ask questions or provide feedback at any time through this topic.
Suggested guidelines for giving feedback
We value your feedback, no matter what it is. We encourage you to tell us what you like, dislike, and where you could see improvements. We'd like to see a healthy forum for discussion, but we can't do that without just a little bit of effort from everyone.
Here are a couple of pointers that will really help us understand your feedback and work with you to make this EAP even better:
- When you see something you dislike or see something you'd like improved, write it down and think about it for a little while.
- Try to be as clear as possible in your feedback; explain why you like/dislike something, and how it could be improved.
- Be patient when waiting for responses from Zendesk.
- Don't use sarcasm, be rude to other customers or staff, and don't use strong language. We will moderate forum posts where we think reasonable.
Ultimately, we want this topic to be a place where any customer can come and share feedback related to the child ticket side conversations EAP.
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3 comments
Stacy Robinson
Hi team,
The functionality does not seem to be working as expected. I have made multiple comments on a side conversation and they do not display within the parent ticket. The Jump to last message is stuck in that state.
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Katy Brimm
Hi Stacy Robinson! Thank you for this report.
I can say that the “Jump to latest message” bug is something we're aware of and fixing. I'm going to open a separate ticket and reach out to you regarding the internal messages not threading back so we can get to the root of what's happening.
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Aaron Doane
Thank you for the opportunity to join this EAP and provide feedback!
The functionality I was specifically interested in was the ability to default the Set child ticket fields prompts. Before doing this, I met with our Zendesk Admin team and ultimately decided the functionality wouldn't actually serve our needs as well as I initially thought it would.
The use case that I was hoping to solve for was specifically for teams who use Side Conversations to create child tickets or escalations within their department. In this case, agents often forget to select the Set child ticket fields options to include the form and tags, so defaulting this to include the Ticket Form would be a time saver. However, this use cases didn't account for the teams that use side conversations to create cross-team tickets, which often have a different ticket form associated with them. After reviewing how side conversations are used across our organization, we determined that defaulting the child ticket's form to match the parent ticket would not net any actual benefit. It would make life easier for 50% of the organization, and then require the other 50% to un-check the box. Currently, we are solving some of this with triggers and this would not change that.
What I was really hoping to see in this enhancement was what I've outlined here. Our agents almost never create a side conversation from scratch. We create macros to create a sort of template, add links, and give the agent something to start with. Having the ability to select which check boxes apply in the macro would solve all of our needs in this area and allow us to save agents time and obsolete various triggers we are using now to set the form fields.
We'll continue to explore the other features in this EAP, but wanted to be sure to provide feedback on this particular one. Thanks again for letting us try it out!
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