Message order

9 댓글

  • Toby Sterrett
    Zendesk Product Manager

    Stef Viveen this is mostly because the reverse chronological order is where things are moving... for example, chat and messaging apps are reverse chronological, and as a result, the new Agent Workspace is as well. There are no plans to add an option to toggle this display for side conversations.

    0
  • Stef Viveen

    Hi Toby,

    Coming back to this, I keep getting a lot of complaints from my agents that their side conversations are very difficult to read.
    For them it makes little sense that the ticket is chronological and the side conversation is reverse chronological.

    In email side conversations, replies added can sometimes hold multiple messages in one reply, making it hard to keep overview of the side conversation (and the order of messages).
    As we use side conversation email to reach out to external parties, they are not aware of the impact if they copy in multiple people or if they internally forward the message a couple of time before they send back their reply to us.

    Would be great if you could reconsider my request.

    Thanks and have a great weekend

    0
  • Toby Sterrett
    Zendesk Product Manager

    Stef Viveen this sounds like there may be a bit more at play around overall formatting and not collapsing previous messages, etc. Do you think you could provide us with some examples of these side conversations that we could take a look at to see if there are any possible improvements in that regard that would help?

    0
  • Stef Viveen

    Hey Toby, 

    I have asked my key-users to find me some good examples.
    When I have a list of ticket numbers I can activate account assumption and send you an email with the ticket numbers?

    0
  • Toby Sterrett
    Zendesk Product Manager

    That would be perfect, thanks Stef Viveen!

    0
  • Stef Viveen

    Hi Toby,

    I have some tickets for you that have issues with collapsing of previous messages.

    #382010 - #335779 

    Additionally, for readability would be great if Zendesk could:

    • Enable table insert
    • Allow change of subject line (now if Child ticket subject changes, Side convo remains the same. For side conversation Emails changes is also not possible)
    • Copied and pasted text into the side conversation is sometimes not readible if the reading pane is not maximized (#385526)

    Let me know when I can turn on account assumption for you.

     

    0
  • Toby Sterrett
    Zendesk Product Manager

    Thanks Stef!

    • We don't have current plans for tables in the side conversations editor. Perhaps in the future if the underlying editor we're using across other features adds table support we may be able to add it.
    • So if the subject on the child ticket gets changed, reflect that change in the side convo? And, similarly, if the recipient replies back to a side convo email with different subject, update the side convos subject accordingly? Or do you want to change the subject from the side convo side?

      I can see the child ticket being changed updating the side convo so that it reflects current state. We usually err on the side of the agent being in full control, but I can see this making sense.

      As for email, in most email platforms a change in subject usually starts a new thread. I'm pretty sure that's how gmail works at least. However, I'm not sure that's the right thing to do in side conversations. Would it make sense to show an "event" in the side conversation if the subject is changed or something along those lines?
    • So the pasted content ended up being too complex for the smaller size... would you suggest something like auto maximizing the window if wide content is detected or something like that?

    Thanks again for the feedback. I'll make a ticket out of your comment so we can get assumption going.

    0
  • Stef Viveen

    Hey Toby,

    • Subject Child ticket: Yes for me it would make a lot of sense if both parties can update the subject and that should indeed reflect on both ends.
      For our company though, the most important is that the creator of the Side Convo can change the side convo subject and that it reflects in the child ticket.
    • Subject Side email: Well, as I get the point you don't want to create new email treads on the recipient side too much, I would like to point out that is also the case with our regular tickets. With tickets we can (and we do) change the subject sometimes, without complaint of the recipients. 
       As we are business to business the complaints that we do get sometimes is that the recipient uses a ticketing system also and they need "their" ticket number in the subject line. (But I understand any technical limitations on external parties changing the ticket/side convo subject so wont go there)
      - In our business the subject line is a mean to transfer summarized data (dates, order numbers etc), so though eventlog could make sense, for us it is important to be able to change the subject in the side convo for our recipients.
    • Auto size: yes, I am fan of the idea the size of the side conversation auto adapts to the size of the message.

    Thanks for the efforts

    0
  • Hanna Brolin

    Hi, 

    We do also experience a lot of difficulties reading tickets from external parties when new updates are placed at the bottom, and when our customer has forwarded an email to us from another person. The best way of explaining this is that everything basically "melts together" with no structure of the email. It takes a lot of concentration trying to figure out who sent what, when and to who. It makes it very inefficient which leads our agents to rather use gmail/ outlook to spare themselves and customers from confusion. 

    The only way to get a better sense of that's "going on" in the ticket is by opening the original email popup since they are displayed in HTML - meaning - the way you usually would like to read an email.  Is it possible to show the email in HTML as default without opening the original email popup?

     

    0

댓글을 남기려면 로그인하세요.

Zendesk 제공