Ability to Mark Side Conversations as Unread

Current Workflow and Challenges

1. Notification Mechanism: When a Side Conversation receives a response, the associated ticket reopens, and a blue dot indicator appears beside the Side Conversation.
2. Read Status: Once an agent views the Side Conversation, it is marked as read and loses the blue dot indicator.
3. Delegation for Off-Duty Agents:
   • If the Side Conversation response is meant for an agent on days off, the viewing agent must take extra steps to ensure the response is addressed upon the original agent’s return.
   • This involves:
     • Adding an internal note indicating the response in the Side Conversation.
     • Changing the ticket type to “Task.”
     • Setting a due date for when the original agent returns.
     • Placing the ticket on hold.
4. Inefficiencies: This manual process introduces additional administrative tasks, increases the potential for errors, and may lead to missed follow-ups, especially in high-volume environments.

Proposed Enhancement Introduce the ability for agents to mark Side Conversations as unread in Zendesk. This functionality will allow agents to:

• Revert a Side Conversation’s status to unread after viewing it.
• Ensure the response is visually flagged and remains clearly distinguishable for the original recipient.
• Reduce reliance on manual internal notes.

Benefits

1. Enhanced Workflow Efficiency:
   • Reduces the need for additional internal notes.
   • Streamlines the process of managing Side Conversations for off-duty agents.
2. Improved Collaboration:
   • Maintains clear visual indicators for new responses, ensuring all team members are aligned.
   • Supports better task delegation and accountability within the team.
3. Minimized Errors:
   • Reduces the likelihood of overlooked responses.
   • Simplifies processes for tracking and managing Side Conversations.