Add Side Conversation 'Insert Ticket Comments' Tool to Normal Tickets
It would be really useful to add the 'Insert Ticket Comments' button on a normal ticket reply instead of only including it in the side conversations tool. I really love that feature in side conversations. It would be great to use it in a normal ticket workflow.
Use cases:
- When copying someone else into the email thread, our notification automation only includes the last public comment. We do not want to include the ticket description on every reply, so it would be great to choose what comment the copied user needs to see on their end.
- A team member may add a private note that we want to include in a public reply to a customer.
- You need to reference something the customer said way back in the thread.
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正式なコメント
Hello Luke,
Thanks for this post. I would like to let you know that this is not available in the native settings for our support UI at the moment. Anyway, I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Regards,
Dion -
Dion Isn't this post already in the General Product Feedback section? That link takes me to this same section.
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Hey Luke,
My apologies for the confusion. Anyway, thank you for posting this feedback to our community page. Rest assured that our product team is notified and they will soon look into it.
Regards,
Dion
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