Feedback on Side Conversations for Slack

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3 コメント

  • Dan Cooper
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    Overall, I'm really impressed with what I'm seeing so far in my testing.  The one area where I'm a little concerned is when someone continues a thread after marking the side conversation as done.  I wasn't seeing a way to be notified that the conversation had continued easily.  Some of the teams I can see collaborating with using this would likely not know that the conversation had ended.  Would it make sense to call out that the conversation has been closed on the Zendesk side as a thread post in Slack.  This way the person replying knows that no one is monitoring the conversation closely or at all anymore?

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  • Toby Sterrett
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    Hey Dan, good point! One idea we had was to use reactjis on the first message in the thread with something like a ✅ icon to indicate that the thread was considered "done". We could potentially also edit the first message to add a "status" line to it or something like that. Does your team have any sort of convention for indicating that a Slack thread is "done" and no longer requires any further replies?

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  • Dan Cooper
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    I don't know that a reactji is explicit enough to indicate that the next comment in the thread may go to no one.  Since you can't stop someone from replying to the thread, I'd put a system generated message with something like This conversation has been marked complete in Zendesk. A reactji on the thread can be a great secondary indicator that the thread is complete. 

    I see this being used for communicating with internal teams that don't necessarily use Zendesk or care that we do.  I don't want them to have to think about if they should reply or not.  It should be clear that replying may not be a good idea at a certain point.

    I haven't seen much consistency in how Slack threads are used.  Many users don't thread at all, some use reactji to confirm completion, but this seems rare. In the scenario where users don't thread at all, it might be worth specifically calling out that replying to the thread will update the ticket. 

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