Stacy Areas

Curious to know if there is any difference in having side conversation enable in agent workspace vs classic setup?

The issue is that because we are a global team some tickets have internal notes in the language the agent knows and sometimes these tickets are reassigned to someone in another language. 

What you are suggesting will create a lot more work for agents when they should  be focusing on helping the our customers. Agents leave multiple internal notes as they worked through the tickets and having to add all language translation would clutter the tickets making it hard to work on. 

I understand that internal notes cannot be edited, but it would be a huge help to be able to translate internal note when needed. 

Currently Zendesk doesn't support translating internal notes. Our company support Japanese and Korean so some of our tickets will be in this language. We have agents that leave internal notes in said language, but when we have another agent working on these tickets it becomes harder to do their job since translation does not work on these type of comments. It would be great this tool so we can improve the efficiency of ticket workflow for different language tickets.

Hi Nicole, 

This issue came up every time a side conversation was created via slack. All channels we use are private channels, but all agents with access to view tickets have the ability to view these side conversation even though they may or may not be members to the slack channel. For this reason we are not using this feature as we have no way to limit who views this sensitive information.

It's great that we can stop certain groups from starting or replying to side conversation, but it would be great if we could also restrict those groups from viewing these side conversations.

We have many private slack channels to avoid certain people from views things they shouldn't. We would like to have the same restriction when it comes to slack side conversation as this would help us maintain the privacy we need to keep sensitive information hidden.

Currently I am using rich text and would like to move over to markdown. I'm seeing once markdown is enable all preexisting macros are not convert and are messy looking. Is there a way to have this convert easily or would I need to update macros manually?