justin

By default, conversations are shown. If an email was sent as part of a trigger, it's not obvious it was sent as it doesn't show in the conversation. I don't believe Agents should have to review the events of every ticket, every time, just to check if an email was possibly sent from a trigger somewhere in the conversation. Plus, the event shows the trigger, but not the content sent to the end user.

I was able to kind of work around this by having a trigger send a webhook to the Zendesk API to add a message to the ticket, which then shows in the conversation. This is painful because any messaging has to be converted to JSON format for the webhook.

 

This would be very helpful. All communication to a customer should show in the ticket conversation.