Side Conversation Creation and Formatting Improvements
Thank you ZenDesk team for creating Side Conversations as a work around for "forwarding" emails. It was a great start but does really need some enhancements.
Issue 1: I appreciate that we can create Side Conversation Child Tickets or Emails as part of a macro but right now, there is no way to format these message within these macros.
Issue 2: Nor do the Side Conversation emails inherit the HTML email template and company branding that one has designated.
Issue 3: Once the Side Conversations are sent and replied to, one is unable to apply any macros to the Side Conversation email response communication.
Who does this impact: (Issue 1) This causes delays in our Support Agent responding and adds room for manual error and confusion. Our Support Agents have to apply the macro for creation, manually enter data, manually add bolding and links, and then manually add attachments prior to sending out. This adds time to respond, opportunity for error, and unnecessary strain on our agents to handle manual repetitive formatting in a time sensitive environment. This will impact all of our support agents who use Side Conversations.
(Issue 2)This impacts our company as a whole as we are using this to communicate not just with internal teams, but external customers as well. There is inconsistency in our branding, our signatures (lack of logo), as well as potentially causing consumers confusion and distrust of our company/brand. (Imagine getting emails that have some branding sometimes and not other times...)
(Issue 3): Same impact as Issue 1.
Current Workaround: We will be trying to use the product as is but this may hinder our organization's adoption of the product.
How Would we Solve the Problem: We would enhance the Side Conversation email creator window to allow for formatting and attachments, similar to the macro creation process. We would have the Side Conversation emails inherit the HTML branding from the Email channel HTML editor. We would allow for macro responses to be applied on Side Conversation email responses.
Thank you for your consideration!
Thanks for this detailed feedback, Krista!
Dave Dyson It would be super useful if we could create macros for side conversation emails that inherit attachments from the parent ticket automatically
Could you confirm if that is on the roadmap and potential timescales please?
Hi Ian Marston -
I'm no longer at Zendesk (serving now as an external community moderator), so I no longer have insights to the product roadmap. However, there's an existing product feedback thread on the ability to include attachments when creating side conversations via macro, so I'd recommend you upvote and add any specifics of your use case to this thread: Macro: Add attachment for side conversation macro
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