FEATURE REQUEST: Enable the ability to link a Slack thread into Side Conversations
- As an Agent, I want to link an existing thread in Slack back into Side Conversations so I can include relevant conversations in my record.
- As an Admin or Agent, I want to link relevant Slack information I discover into Support.
Our company has deputized many subject matter experts (SMEs). These experts have visibility into the customer portal and can see customer's issues and feedback. Experts often proactively message Support Agents before the agent has started working on the ticket, providing answers or requesting more information from the customer. Experts @mention the agent to alert them. It would help the agent workflow if the agent could take the thread link from Slack and add it into Side Conversations.
Sometimes, an agent forgets to initiate the conversation from the Side Conversation button. Having the ability to link to the Slack thread after the fact means the record is still referenced. This helps a lot in cases where an agent solves a ticket, but then gets a similar, related issue weeks later. They pull up the old ticket, but cannot find the Slack conversation if they forgot to initiate from the Side Conversation extension. Searching in Slack is tough and either returns irrelevant information, or too much information to sort through. If the agent was able to add the Slack conversation into Side conversation, that knowledge base would be available.
Sometimes, SMEs are talking about an issue in a channel without knowing that a customer has experienced it. Rather than initiating a new Side Conversation, I'd like to add the link to that thread into a ticket. This will allow the agent to join the discussion and save SME time having to retype or link the answers from other threads.
In linking an existing Slack thread to Zendesk Support, we'd expect to see a new Side Conversation in the drop down. Future comments on the thread would follow the same UX within the Support ticket view.