Carson Hess

+1, and I want to reiterate that this is a different problem from the one Colin linked. I'm on the same page as Lou - I check suspended tickets multiple times a day and I've never received a failed email notification, despite realizations that email addresses we have been sending to simply DO NOT EXIST.

Looks like we're still waiting to hear anything about this after SEVEN MONTHS. +1 times a million - how is this not a default feature?

Still can't believe this isn't natively available.

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

I would like to be able to specify an email address or other non-agent requester in Child Tickets. Currently, it only allows us to select an Agent or Group from the side conversation panel, 

What problem do you see this solving? (1-2 sentences) 

All of our agents use side conversations to communicate and get feedback from our other departments, who operate outside of Zendesk. Right now, we have to manually revisit any open conversations that have been open for a long time. We have every other Pending status set to automatically "bump" tickets to remind the Requester we are waiting for a response. Having this portion of our system automate as well will cut down dramatically on any follow-ups we need to send.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

This impacts every agent on our team every day. Not being able to automate this process that has been automated in every other instance is clunky and creates a disjointed workflow that hinders our ability to efficiently address important issues and instead have to spend time checking back in on items that are still waiting.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

We currently have our team set to receive emails when side conversations have not been updated. This still requires that our agents check their EXTERNAL outlook email, which redirects them to the ticket, meaning they have to then navigate to the side conversation and compose a follow-up email. This takes a minimum of a minute when it could take 0 seconds if automated. 

I have tried setting up an automation that runs when a ticket's status of "on-hold" (used only when we are waiting for side conversation updates) has lasted for more than 16 business hours. I allow it to add a tag "SIDE_FOLLOW_UP1". I then have a trigger which uses Ticket > Update via IS Automation, and Ticket > Tags Contains SIDE_FOLLOW_UP1. It then creates a side conversation reminding the intended recipient that the item needs attention.

If I set these to create a side conversation via email, I can pull through custom ticket fields in the "to" field, which allows me to create a ticket field specifically for an email that the agent wishes to send side conversation updates to. This is not dynamic enough and very clunky.

There does not appear to be any existing placeholders for any information within side conversations.

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

My ideal solution would be that we can select "create a child ticket" and be able to set the requester to any end user we would like. I do not want the child ticket to default the requester to the person it is assigned to.

Bumping this question. This would be immensely helpful, as we operate with many side conversation outside of our company. Automatic replies or bumps would lessen our team's workload immensely. Child tickets are not currently a reasonable alternative as there's no way to send directly to external emails.

Afternoon,

A few of my agents have been commenting that on occasion, a side conversation that they have created vanishes at some point between the time they send it and the next time they check. This time frame is usually a few hours or up to 1 day. 

We have been unable to replicate the issue but we have begun making notes stating "side conversation sent xx/xx" and one or two of these notes has shown that the side conversations are no longer active. There is no record in the event log of these side conversations being sent. 

Is this a known issue or has anyone had experience with this? 

Plus one to this. We've just swapped to zendesk and already have issues with agents mistaking the "submit" button as a way to save side conversations - if the Send is already static in existing convos like Daniel above posts, it would make sense for it to be static when creating one too!