Visual notification on Views when Side Conversation is updated
Current;y, a Once a Side conversation is updated, it does not update the ticket’s status. We wish to have a visual notification within Zendesk UI that a side conversation was updated, without opening the ticket.
When an end-user replies to the side conversation, the only way to see the update is by opening the ticket and see a blue dot next to the side conversation button. However, if the ticket was already solved, we can easily miss this answer.
As a workaround, we created a trigger that notifies us for any side conversation reply to our email (no option to distinguish between my answer and the other person’s answer), but we wish to see this in Zendesk UI as well (Home page or a floating notification next to the Profile button)
Steps to reproduce:
- Open a side conversation by email and send it to a 3rd person.
- Set ticket as Pending or Solved.
- That person answers on the side conversation.
- The ticket status is not changed, and there is no indication on Zendesk UI that the Side Conversation has a new reply.
- only if you open the ticket, you see a blue dot indicating that the side conversation was updated.
Workaround: we added a trigger to send an email to Outlook if side conversation was updated (but we can’t get the content of this answer)
Presently, I am experiencing an issue where there is not a blue dot when a side conversation is replied to on some tickets. Is this expected behavior? If so, please advise what would cause this?
There should be a 'blue dot' on the side conversation tab when a reply is received on a side conversation thread. The 'blue dot', the indicator for when a new message is added, appears when your Zendesk refreshes or sync with new data through the browser. I have seen some cases where problems with connectivity and the browser caused a similar behavior. There were also instances before where some apps are causing issues with the UI. And, there's one case that I recall where the issue was with their connection; they reconfigured their firewall that prevented the refresh of data in the UI.
Have you tried using a different browser and see if the issue persists? If you have apps enabled, can you try loading tickets with all the apps disabled (by addding ?noapps at the end of the URL). You can also check if this is a connectivity issue by trying to connect to another network, or if you have a firewall, check with your IT team if it is configured for use with Zendesk.
Hope this helps. Thanks Dana!
I would appreciate your attention on the main issue on this ticket. You can see the blue dot ONLY after you open the ticket. There is no indication on the View page for an updated side conversation.
Does Zendesk expect me to open all the tickets every 5 min. to check if the side conversation was updated?
The provided workaround that I added is not legit.
I setup a Trigger that sets the Ticket status to "open" when a side-conversation is reopened or answered.
This is actually what we eventually did (see the workaround that I mentioned at the beginning of this thread). However, with this trigger, you need to send an email notification to an external email account and to manage 2 accounts - Zendesk and personal.
@... Hopefully Zendesk could provide an internal indication for Side Conversation updates.
okay I think I misunderstood. Because my action is to set it the Ticket status back to "open" and I'm looking at these open Tickets anyway. That's how we avoid this email notification.
But I understand that you want to receive a notification immediately to act on it.
When using Slack shouldn't it be possible to send a webhook to Slack when a side conversation is replied to?
You could send a Slack DM to the Slack user profile associated with the ticket's assignee, presuming the user's email address is the same in both systems:
Send the Zendesk placeholder for the ticket assignee email address in the request to Slack as a unique identifier for that same person in Slack.
Wouldn't a setup like that work?
I'm not aware if Slack offers incoming webhooks for direct messages; if they have an endpoint that allows that, then theoretically, you should be able to build your own custom trigger-webhook setup within your Zendesk that notifies that Slack endpoint. But, you may have to reach out to Slack support team tom confirm if they offer that option. At this time, the native and officially supported Slack-Zendesk integration (including the Side conversation feature) is only able to notify Slack channels.
As mentioned here, a workaround is to set up private Slack channels that only have one member. For example, #lkelly-private and add them to the Slack for Zendesk integration.
Thanks for the response @...! Good to know this approach, in theory, is valid but just might not be possible based on what capabilities Slack makes available through their API. Thanks!
Edit: So I wasn't going to look into this further as its not a high priority item for me but I was curious. So it looks like posting a DM through API is possible but would require the recipient's Slack User ID. So seems like the real hurdle would be syncing the Slack User ID down to a Zendesk custom user field. Or at least that's my take away at first glance.
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