Side Conversations - Including commenter email address when attaching ticket comments

6 Comentários

  • Toby Sterrett
    Zendesk Product Manager

    Hi Andrea. The email addresses are actually not included currently because of the opposite problem that can sometimes happen: leaking individual agent email addresses out to recipients. We've thought about including the email addresses but swapping any individual agent addresses out for the address the the side conversations themselves get sent from. Would that work for you?

    -1
  • Andrea Moore

    @... I don't want to include the agent's email, but the end-user (the ticket commenter). An example of this would be, a customer sends an email to our Customer Service department asking us to place an order and to have their sales rep contact them about renewing their contract. We want to keep the ticket so Customer Service can process the order and send a side conversation to the sales rep asking them to contact the customer. When we create the side conversation and include the ticket comment from the customer, it doesn't include the customer's email address. So the sales rep has to come back to Customer Service asking for that info. It slows down the process. 

    1
  • Gayla Rowley

    We have a similar scenerio..the ticket form information populates on the left side of the Agent view but when we send a side conversation to another dept to handle the request, we must copy and paste the ticket form information so the managing dept has all their information and request.  Is there a way to attach the ticket form to the side conversation so they have it and we don't have to copy and paste the form information into the side conversation?  Thanks!

     

    1
  • Ashley Yau

    Toby Sterrett Totally agree with Andrea, we need this function for sure. For my company our team is the only one using zendesk and we are now using email side conversation to forward the email for other department's attention, it will be great if the email could be shown like when we are forwarding email in gmail (e.g. Ashley Yau <ashley.yau@xyz.com>) 

    1
  • Marie Hanna

    We are having the same issue on our end, the whole point of including the ticket information is to capture the ticket information in its entirety. hiding this information is causing extra work for our agents.

    1
  • Kalveram, Ann-Kristin

    Hi,

    we have the same issue. We manually add the e-mail-address by copy and paste several times a day.

    Agents have to remember adding the mail address manually.

    This is quite time consuming.

    0

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