Jonathan March commented,
Thanks for the responses, Toby. > (3) Are you referring to the gray box that includes the details of the ticket state and changes made during the event? Yes. Again, that's super important for f...
Jonathan March commented,
Here's an edge-case that seems undesireable: 1) I am the requester of an internal ticket [I doubt if that is a necessary condition for this issue, but do not know]. I also start a side conversation...
Jonathan March commented,
Just started a short trial of this add-on. Nicely done, folks! I'm surprised to see that there's no event log / audit trail. Is that because the conversation itself fully describes everything that ...
Jonathan March commented,
> The zendesk Search function does not find text in the Side conversation emails. This is a big weakness. Search is fundamental to re-using experience.
Jonathan March commented,
@Toby >> I would just hate to miss the email if there was no notification after the ticket was closed. Exactly. Not common, but you never want to ignore incoming communications. > I guess ...
Jonathan March commented,
>> When someone replies to a side conversation through an email notification, the reply becomes a public reply on the ticket, not a reply to the side conversation. > that statement only...
Jonathan March commented,
> Replies to the regular emails that Side Conversations send to recipients will not add any comments to the ticket or send emails to the ticket requester What will such email replies do? I do no...
Jonathan March commented,
Reporting back -- setting up a simple multi-line "Followup needed" text field is working quite nicely for us. Still want to spiff it up a little (e.g. with a trigger that reopens any solv...
Jonathan March commented,
This is a longstanding request but it's good to see it raised again. The current workaround is to create new views. This workaround is a quite heavy, resulting in a proliferation of throwaway view...
Jonathan March commented,
Somewhere else there is a longstanding request with discussion (the devil is in the details!), about providing the ability to collapse comments. Reason?: Sometimes there is a huge comment, or a dis...