Side Conversation - notifications on closed tickets

12 Comentarios

  • David Tanner
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    Hi,

    I totally agree with this post.

    I have a big issue concerning someone who answer a Side Conversation, but as the ticket did not open, nobody knew about it.

    Kind regards

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  • Nelson Oliveira
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    Hi

    I totally agree with Marta and David.

    Hope you guys find a quick fix 

    Maybe this is a comment on a closed ticket ?? and nobody will read it because no-one will be notified ??

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  • Matthieu FRYS
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    I'm totally agree.

    To not be able to act on the ticket when it is closed. OK.

    But why can't we use as a condition ? it's available on the trigger settings.

    I think it is important to be capable of answering to a side conversation on a closed ticket by triggering it !

     

    We lost a lot of messages.

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  • Sonia Radaelli
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    we have the same problem.

    in the community I received a post from a community moderator that suggest me to post my solution in the Product Feedback section

    this is my solution:

    Write the event also when a ticket is closed when a side conversation is updated.

    The pop-up is not enough.

    In this way triggers can works.

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  • Patricia Farizi
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    Hello, 

    I totally agree with this post, too.

    We have the same problems. 

    It would be very helpful if zendesk could create a follow-up ticket in this case. 

    Kind regards

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  • Mihaela Dragota
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    Hi Marta Jacuk-Zurak,

     

    We are using the following trigger and it works:

    Ideally, we would also love for the side conversations that are replied to have follow-up tickets created.

     

    I hope it helps,
    Ela

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  • Marta Jacuk-Zurak
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    Hi Mihaela Dragota,

    thank you for your message.

    It works when a ticket is in status less than Closed. For Tickets which are in 'Closed' status the trigger doesn't work (I just check your suggestion).

     

    I think it would best if the follow-up ticket would be created in such situation.

    Thank you

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  • Toby Sterrett
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    Hey everyone, thanks for the feedback on this. We're currently working on a way to address this. The idea is to piggyback on the follow-up ticket idea so that when a side conversation in a closed ticket is received, a follow-up ticket is created and the side conversation is linked to that new ticket so it can continue there. The new follow-up ticket will be able to run triggers that should enable existing workflows to function, and the new ticket can show up in views etc. I'll come back to this thread with an EAP signup so you opt into trying it out when it's ready.

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  • Matthieu FRYS
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    Can you integrate something on side conversation also for :

    - when someone transfer a side conversation to another zendesk adress. the ability to reassign ticket.

     

    Thank you

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  • Marta Jacuk-Zurak
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    Hi Toby Sterrett,

    Thank you very much for taking care of this problem. I am really glad that Side Conversation/Follow-up ticket idea will be improved.

    Are you able to share with us any estimations when EAP might be enabled and if this feature might have an additional cost?

     

    Thank you

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  • Toby Sterrett
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    Matthieu FRYS I'm not quite sure what you mean here, would you mind elaborating a bit on what you're looking for, maybe with some example workflows?

    Marta Jacuk-Zurak we're going to be testing out the functionality internally soon to make sure it works smoothly for this use case. We'll likely be enabling people in the EAP as soon as that testing is successful. There will be no additional cost for this functionality, it will just be part of how side conversations work as part of the Collaboration add-on.

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  • Matthieu FRYS
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    Toby Sterrett Here is the issue we encountered everyday.

    We are using Side Conversation to write or ask something to a sales rep (on Outlook) from customer care.

    And often, the sales rep wants to transfer the email received to another customer care service.

    But even if he sends it to another email address, the email comes back to the side conversation of the ticket, and the other customer care service does not see it and does not have any alert.

    It is really business impacting.

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