Kelly Edwards

Hey Beth Mckinlay 

I did, but it was user error, which may be the same for your agents too.

When you get a particularly long side conversation, you have to scroll all the way down to the bottom of the side conversation bar to press the send button, as it isnt visible straight away on the screen. 

So what our agents were doing was seeing the “submit as on/hold/pending/open/solved" button first and just pressing that, which obviously wasn't sending the side conversation.

Then as soon as you come out of the ticket everything disappears as it doesn't save it as a draft.

What i have done is created them all a new contextual workspace, and moved the side conversation column into the middle of the page, rather than the right side of the page. 

Yes they do now have a side convo column they can't collapse down, but i haven't had anymore grumbles :)

Carson Hess  intrigued as to if you got a fix for this? it is currently happening to some of our agents, i have been asking to record the screen to try and replicate the issue…but it's proving difficult!