Side conversation email responses on "Updates to your tickets" of agent's Home Dashboard
When someone responds to a side conversation email there is a temporary notification for the assignee on the top right of the screen that lasts for about 10-15 seconds.
I am aware it is possible to configure a trigger based email notification to inform an assignee via email that there is a response to a side conversation email. That comes with an expense of agents being overwhelmed with number of emails.
I asked if it is possible to make a configuration change so that the side conversation email notifications appear in the "Updates to your tickets" of the agent's Home Dashboard and received a negative answer through Zendesk help center.
This would be an optimal way of notifying assignee about the responses to the side conversation emails for their tickets, alongside with other ticket updates.
I'd suggest including this in one of you upcoming improvements/ updates.
Hi Serge, thanks for the feedback! Agreed that the side conversation notifications need to live in a place like the Home Dashboard like you suggested. Unfortunately, the existing dashboard activity stream is only designed to list specific types of Ticket events, but we do have other avenues we are currently exploring to make it easier to stay on top of the side conversation (and other) activities.
Yes, please display Side Conversation replies. Yes, we could create a ticket view, but this takes up one of 12 slots that we need for other purposes.
I wish that we could choose whether to include the Tickets that need your attention or at least customize that to be by brand.