Feature request: Reporting on SLA's within Side Conversations.

2 Commentaires

  • Toby Sterrett
    Zendesk Product Manager

    Hi Mark de Leeuw. This is currently doable internally if you use Child Ticket Side Conversations. Child tickets created in this way have a new "side conversation" channel type, which allow SLA and reporting conditions based on the channel. This works great if you're working with other team groups in your Zendesk instance to get work done.

    For email and Slack side conversations, we currently don't have a way to get that data into Explore for reporting or for SLAs. We'd like to add those capabilities in the future when some other pieces of groundwork are laid, but there are no timelines I can share at this point.

  • Mark de Leeuw

    Thanks Toby. The problem is I need Email specifically. Ill wait patiently! 


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