Currently, when creating a side conversation, agents have the ability to attach comments from the original ticket thread. The system includes the name of the commenter, the timestamp the comment was made, the text of the comment, and any attachments associated with that comment. It would be helpful to also include the commenter's email address.
We often use side conversations to forward a ticket to a department that doesn't use Zendesk to perform a task that requires them to reach out to the commenter, while keeping the original ticket to perform another task asked by the commenter. Agents have to remember to add in the commenter's email address when creating the side conversation as this info does not carry over when adding the ticket comments.
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