We've noticed quite a hole in the use of macros for Side Conversations we're hoping Zendesk will close.
When we start a Side Convo via Macro, we have to
1. Select the macro and run it
2. Click Send on the Side Convo
3. Click submit on the ticket.
I can't tell you how many times Agents don't do # 3 which leads to a lot of errors in workflows. I am requestion that Zendesk close the gap on 2 and 3 so that when we click send on the Side Convo, the ticket is saved also. This way, any group, fields or tag changes are saved right when the side Convo is created which is what we would have expected!
To show you what I mean, the article above:
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