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.
Toby Sterrett commented,
@Jeremy we're definitely trying to work toward a good balance between lightweight side conversations and recreating full tickets (which we don't have any plans to do). We are working on the initiat...
Toby Sterrett commented,
@WinCo Foods ok great, thanks for the example! We are indeed working on a few different ways to accomplish getting ticket comments into a side conversation: Starting a side conversation from a com...
Toby Sterrett commented,
@Ola that's a really interesting use case for having easy access to the conversation's direct email address! I'll put that on the list of things to investigate for upcoming updates. @Winco Foods do...
Toby Sterrett commented,
@Thomas we have plans to add recipients as part of the macro action form, but that will come after the first version. As for sending side conversations to other Zendesk Support addresses, you can i...
Toby Sterrett commented,
Apologies for not getting to these sooner! @Thomas you can do this now with triggers. You can create a trigger that uses the “Side conversation is created” condition to set the status of the ticket...
Toby Sterrett commented,
@MiiA – this is something we've thought about and heard from some customers. You can currently address a conversation to yourself and things should work. However, you'll still receive the emails in...