Placeholders for Side Conversation messages
Hello,
The agents have recently asked me to add text of the message coming via Side Conversation.
Right now, we have only a trigger that is notifying agents about new message in Side Conversation in their tickets, but it would be great also to attach the text of that message.
For the messages coming normally there are placeholders that we use in notification triggers, for example:
"ticket.comments" or "ticket.latest_comment"
It would be nice to have similar placeholders for the message coming via Side Conversation so the agents could see the notifications and the text of a message and decide if this is an urgent message or not, instead of login into the ticket and checking in the system.
Right now, I do not have a workaround for this.
Thanks you
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BUMP!
To add to this, it would be great if I could have a placeholder for the original date of the side conversation too :)
Thanks!
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Agree this is much needed! Thank you.
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Yes please!
Use case: Agents often missing the in-app notifications that side convos have updated. I want to create a trigger than when a convo receives a reply, I can relay the message via Slack to the assignee but can't pass the message along due to the lack of placeholder for side convo message content.
Alternative - allow for view conditions that show us the status of tickets and their associated side convo states? -
Same! Would value this as well.
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