Side Conversation - notifications on closed tickets

18 댓글

  • Toby Sterrett
    Zendesk Product Manager

    Hey everyone, thanks for the feedback on this. We're currently working on a way to address this. The idea is to piggyback on the follow-up ticket idea so that when a side conversation in a closed ticket is received, a follow-up ticket is created and the side conversation is linked to that new ticket so it can continue there. The new follow-up ticket will be able to run triggers that should enable existing workflows to function, and the new ticket can show up in views etc. I'll come back to this thread with an EAP signup so you opt into trying it out when it's ready.

    4
  • Jana Jones

    I completely agree with this post and find it frustrating that we cannot have any sort of follow-up created when utilizing side conversations. E&O exposure for clients is heightened when they try and respond to this closed ticket through the side conversation add-on and no notice is given to us to know it was even replied to.

    I would like to be kept in the loop on when this is to be fixed. I believe it should be a priority if you are adding a feature to be used, but not fully functional.

    Thanks.

    2
  • David Tanner

    Hi,

    I totally agree with this post.

    I have a big issue concerning someone who answer a Side Conversation, but as the ticket did not open, nobody knew about it.

    Kind regards

    1
  • Nelson Oliveira

    Hi

    I totally agree with Marta and David.

    Hope you guys find a quick fix 

    Maybe this is a comment on a closed ticket ?? and nobody will read it because no-one will be notified ??

    1
  • Matthieu FRYS

    I'm totally agree.

    To not be able to act on the ticket when it is closed. OK.

    But why can't we use as a condition ? it's available on the trigger settings.

    I think it is important to be capable of answering to a side conversation on a closed ticket by triggering it !

     

    We lost a lot of messages.

    1
  • Sonia Radaelli

    we have the same problem.

    in the community I received a post from a community moderator that suggest me to post my solution in the Product Feedback section

    this is my solution:

    Write the event also when a ticket is closed when a side conversation is updated.

    The pop-up is not enough.

    In this way triggers can works.

    1
  • Patricia Farizi

    Hello, 

    I totally agree with this post, too.

    We have the same problems. 

    It would be very helpful if zendesk could create a follow-up ticket in this case. 

    Kind regards

    1
  • Marta Jacuk-Zurak

    Hi Mihaela Dragota,

    thank you for your message.

    It works when a ticket is in status less than Closed. For Tickets which are in 'Closed' status the trigger doesn't work (I just check your suggestion).

     

    I think it would best if the follow-up ticket would be created in such situation.

    Thank you

    1
  • Cyn Armistead

    We use side conversations to address issues with vendors, and several times they've responded on closed tickets but we have no way of knowing about it. PLEASE introduce this feature!

    1
  • Mihaela Dragota

    Hi Marta Jacuk-Zurak,

     

    We are using the following trigger and it works:

    Ideally, we would also love for the side conversations that are replied to have follow-up tickets created.

     

    I hope it helps,
    Ela

    0
  • Matthieu FRYS

    Can you integrate something on side conversation also for :

    - when someone transfer a side conversation to another zendesk adress. the ability to reassign ticket.

     

    Thank you

    0
  • Marta Jacuk-Zurak

    Hi Toby Sterrett,

    Thank you very much for taking care of this problem. I am really glad that Side Conversation/Follow-up ticket idea will be improved.

    Are you able to share with us any estimations when EAP might be enabled and if this feature might have an additional cost?

     

    Thank you

    0
  • Toby Sterrett
    Zendesk Product Manager

    Matthieu FRYS I'm not quite sure what you mean here, would you mind elaborating a bit on what you're looking for, maybe with some example workflows?

    Marta Jacuk-Zurak we're going to be testing out the functionality internally soon to make sure it works smoothly for this use case. We'll likely be enabling people in the EAP as soon as that testing is successful. There will be no additional cost for this functionality, it will just be part of how side conversations work as part of the Collaboration add-on.

    0
  • Matthieu FRYS

    Toby Sterrett Here is the issue we encountered everyday.

    We are using Side Conversation to write or ask something to a sales rep (on Outlook) from customer care.

    And often, the sales rep wants to transfer the email received to another customer care service.

    But even if he sends it to another email address, the email comes back to the side conversation of the ticket, and the other customer care service does not see it and does not have any alert.

    It is really business impacting.

    0
  • Melissa Lindsey

    I would suggest a way for the account to elect whether to initiate a new ticket from a response to a side conversation after a ticket is closed. Sometimes, the side conversation reply may not warrant a new ticket being created (for example, a "thanks", or "sorry for the late reply, but I agree". Can we think about making the new ticket creation optional? I think just being able to use the status of closed in a trigger to notify the agent that a reply has been received would suffice for our needs.

    0
  • Jon Stamper

    Have there been any updates on this? Toby Sterrett - you mentioned 4 months ago that this was being reviewed so wanted to check if there was anything in place yet / if there was any work-around that anyone had identified?

    0
  • Joel Hellman

    Jon Stamper There is an EAP running for this use case - if a user replies to a side conversation contained in a ticket has is Closed, a follow-up ticket is created. 

    Here is the EAP: Zendesk Support EAP - Side conversations follow-up ticket

    So it's in the works. 

    0
  • Jon Stamper

    OK great, thank you for the info Joel Hellman !

    0

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