Macro's in Side conversations

6 댓글

  • Toby Sterrett
    Zendesk Product Manager

    Hey Stef Viveen that's something we've looked into and have some ideas around, but don't have a timeline on just yet. Question for you: would you imagine that they'd work by having the same macros usable for both initiating and replying to existing side conversations? Basically, if no side conversation is open and a macro with a side convo action is invoked it would initiate a new one, but if one is open it would just fill out the reply fields? Or would you expect different macro actions for new side convo vs. side convo reply?

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  • Stef Viveen

    Hi Toby,

    We now have some Macros that by the click of a button send a message to the tickets' requester and start up a side new conversation. This I think is a great feature.
    Having said that, I would expect the side conversation macro to apply to the side conversation open at that moment.
    (equal to "current user"). Also I would expect that I can make use of the related ticket fields.
    Would be great if we could also copy and past f.e. latest comment of side conversation to ticket using a macro.

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  • Toby Sterrett
    Zendesk Product Manager

    Great, thanks for the additional info Stef. When you say related ticket fields, do you mean to continue to be able to use placeholders within the macro body even on replies? If so, that shouldn't be a problem.

    As for the latest comment from side conversation, that's trickier. Because a ticket can have multiple side conversations, this is a bit less exact than I'd like. We could of course potentially grab the latest message from all of the side conversations within a ticket, but that seems like it could lead to some unexpected results. Another idea is to introduce something similar to the comment insertion mechanism in the opposite direction, where you could browse the ticket's side conversations and choose messages to insert. Or, a menu could be added to the side conversations' messages themselves that provided an option to insert the message into the ticket's comment composer.

    Do any of these approaches sound preferable to you?

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  • Stef Viveen

    Hi Toby,

     "use placeholders within the macro body even on replies?" --> Yes!

    For the latest comment from side conversation:

    As a user I receive an update in my side conversation, when I read it I decide this info should be shared with my tickets' requester.
    to share the info I would look for an option that copy&paste the info from my side conversation to my ticket.

    So for me it would make sense if your last suggestion "a menu could be added to the side conversations' messages themselves that provided an option to insert the message into the ticket's comment composer."

    On the other hand I think it is good to have a standardized way of working in the whole system so I would also understand "the comment insertion mechanism in the opposite direction" option.

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  • Daniel Schmidt

    I like this idea: "a menu could be added to the side conversations' messages themselves that provided an option to insert the message into the ticket's comment composer."

    It seems compatible with the idea of 'side conversation as consultation,' allowing the 'final answer' to then be promoted to first-class ticket content, and visible without needing to comb through the side conversation.

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  • Stef Viveen

    Hey Toby!

    Would you perhaps have any news on how the development of this feature is going and if you have a timeline available?
    Look forward to your reply.

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