Toby Sterrett

1. Communauté
2. Zendesk Support EAP - Side Conversations Rich Text Editor 2.0
3. Signature position

Hi Martijn. We are working on migrating side conversations settings to the Admin Centre as its own page, so we will have more flexibility around this. What are the options you're getting requests a...

• Afficher le commentaire
• Toby Sterrett
• Création 2 mai 2023 17:40
• 0 vote

1. Zendesk updates
2. Announcements
3. Announcing side conversations in the context panel

Hey everyone, apologies for the continued delays. We're in final feature and deployment reviews right now. In the meantime, I just added more EAP signups to the feature, and I'll add more up until ...

• Afficher le commentaire
• Toby Sterrett
• Création 27 février 2023 23:41
• 2 votes

1. Communauté
2. Feedback - Ticketing System (Support)
3. Feature Request- Side Conversation Placeholders

Hi Ben, we have some ideas we're exploring right now that would help with this type of workflow. It wouldn't necessarily be a trigger to change the requester, but to make it possible for the reques...

• Afficher le commentaire
• Toby Sterrett
• Création 24 février 2023 01:57
• 0 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. If agent or light agents are messaged via side conversation - encode ticket ID or link

Hi Mathias, out of curiosity, have you tried child ticket side conversations? If you create a child ticket the resultant ticket will have a banner that links back to the parent ticket. For light ag...

• Afficher le commentaire
• Toby Sterrett
• Création 24 février 2023 01:55
• 1 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Side conversation email responses on "Updates to your tickets" of agent's Home Dashboard

Hi Serge, thanks for the feedback! Agreed that the side conversation notifications need to live in a place like the Home Dashboard like you suggested. Unfortunately, the existing dashboard activity...

• Afficher le commentaire
• Toby Sterrett
• Création 24 février 2023 01:52
• 0 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Redaction and attachment deletion for side conversations

Hi all, we are actually starting to roll this out today. We are aiming to have it available in all accounts by early next week.

• Afficher le commentaire
• Toby Sterrett
• Création 24 février 2023 00:33
• 2 votes

1. Communauté
2. Zendesk Support EAP - Side Conversations for Microsoft Teams
3. Feature request

The one way we've thought about how this could work would be if all the users who would be potential recipients authenticated their individual Teams account with the Zendesk app, which would enable...

• Afficher le commentaire
• Toby Sterrett
• Création 8 février 2023 22:52
• 1 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Adding Trigger, Macro and Automation Functionality to Side Conversations

Hey Wesley, thanks for the detailed feedback! We've definitely thought about ways to enable "nudging" for side conversations. Currently, automations only work with tickets, and they don't have a wa...

• Afficher le commentaire
• Toby Sterrett
• Création 8 février 2023 01:40
• 0 vote