Toby Sterrett commented,
@Conza the recipients should autocomplete agents and light agents, but not end-users at this time. Autocompleting end-users (and previous external side conversation recipients) is something we're w...
Toby Sterrett commented,
Thanks @Hillary and @Steven. @Pedro what do you envision doing with automations and side conversations? Can you provide some examples of your ideas?
Toby Sterrett commented,
@Maiya thanks for the additional detail! Replies below: "If I'm having a side convo, I would like for the recipient to either have all of the ticket details in the email itself (just as they w...
Toby Sterrett commented,
@Maiya thanks for the real talk! 😀 Honestly, it's very helpful to get this type of feedback to make sure we're on the right track for the new things we're working on. We're actually working on a lo...
Toby Sterrett commented,
@Hillary thanks for the feedback! We are investigating ways of integrating side conversations into views, and we have some initial ideas that we're currently working on. I'm hoping to be able to t...
Toby Sterrett commented,
@Steve we'll definitely be taking a look at this type of functionality for future releases. We're currently testing incoming HTML messages with inline images, so that's on the way. It sounds like y...
Toby Sterrett commented,
@Jeremy great, thanks for the further details. @A.J. great questions, thanks for bringing that up. Both of those are things we should be supporting, so I'll put them on our list.
Toby Sterrett commented,
@Thomas ok, gotcha. This is something we've discussed with some customers in the past, and it's a very interesting idea. Essentially it would mean a side conversation would be able to be addressed ...
Toby Sterrett commented,
@Jeremy awesome, thank you for the details, this helps a lot. In the near term, I think the approach of using macros to set tags and fields for reporting purposes would be the way to go, but I real...
Toby Sterrett commented,
@Mike ok yup, that makes perfect sense, and it's something we're actively working on! Thanks for the clarification.