If agent or light agents are messaged via side conversation - encode ticket ID or link
Feature Request Summary:
We often send other agents or light agents messages via side conversations.
This is because we need a specific persons input.
I know that we can assign it to a full agent but that's rarely optimal the way we work. I can elaborate if needed.
If we can get the ticket ID or link encoded in the side conversation, it would make it easier for the agents to find the ticket, if they need more information.
I would suggest that it could be a button on the side conversation, just like adding attachments, comments links or formatting text. Which either added a link to the ticket or ID:
Link would be preffered.
I know we can make a macro that adds this, but I don't want to fill the macro menu.
Business impact of limitation or missing feature:
Minimal impact. It would be nice to have not need to have.
Other necessary information or resources:
Hi Mathias, out of curiosity, have you tried child ticket side conversations? If you create a child ticket the resultant ticket will have a banner that links back to the parent ticket. For light agents you'll need to assign the child ticket to a group they belong to since tickets can't be assigned to light agents, but the link should be present. Otherwise, in other channels the macro approach is the way to do it at this time. When you say you don't want to fill the macro menu, you mean you just don't want to open it and search for the macro?
Thanks for the reply.
I can see how it would work with child tickets, I don't think we would go that way, but thanks for the input.
In terms of filling the marco menu, it's just that we have a lot of macros already.
I know that you can search in the macros menu, but that means that the agent needs to remember what to search for.
Our experience is if an agent needs to remember something, they don't use the function. For now we will most likely create a macro.
Thanks again for your reply.