What is the Child Ticket Side Conversations EAP?

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8 コメント

  • Mitsuhiro Furuta
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    I am looking forward to have this!
    [We’re still working through ways to indicate that the side conversation is linked to a child ticket and vice versa]

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  • Kelsey Davis
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    Hi - would this provide a solution to SLAs for Light Agents? Because the Side Convo would have Public Responses?

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  • Toby Sterrett
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    Mitsuhiro Furuta we're hoping to have the indicator on the child ticket in the near future.

    Kelsey Davis can you explain what you mean a bit more? That said, though, since light agents can't make public comments they won't be able to reply on the child ticket in a way that will come back to the side conversation.

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  • Grant Foster
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    Loving our initial testing of this.

    Would be great to have side conversations created based on a Trigger or Macro.
    e.g. a macro/trigger for a New Employee ticket generates a side conversation with Facilities, IT and other relevant teams to complete their portion of a setup.

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  • Toby Sterrett
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    Hey Grant Foster, glad you're enjoying side conversations so far! We don't yet have a trigger action to create side convos, but it is possible to initiate them via macros. Within the macros configuration there are actions for side convos based on which channels you have active. You can configure these actions to set the recipient(s), subject, and body, and you can use placeholders within them to get dynamic data in there. Here's some more info on using macros.

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  • Tyler Lamparter
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    Toby Sterrett, I think Grant Foster is referring to the lack of support to create a side conversation via ticket with a macro. We can currently use macros to create a normal side conversation via email, but the option to create a child ticket with a macro is not there.

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  • Toby Sterrett
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    Ah, thanks Tyler Lamparter, you're right. The ability to initiate child ticket side conversations via macro is something we're still working toward.

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  • Grant Foster
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    Sorry for the lack of clarity and thanks Tyler Lamparter for clearing it up - definitely what we're after. Child ticket side conversations via macro (and via trigger) would be fantastic in our setup.

    Good to know there is work going into it :)

    1

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