Toby Sterrett

1. Zendesk updates
2. Announcements
3. Announcing side conversations in the context panel

Hey everyone, apologies for the continued delays. We're in final feature and deployment reviews right now. In the meantime, I just added more EAP signups to the feature, and I'll add more up until ...

• Visualizar comentário
• Toby Sterrett
• Criado 27 de fevereiro de 2023 23:41
• 2 votos

1. Comunidade
2. Feedback - Ticketing System (Support)
3. Feature Request- Side Conversation Placeholders

Hi Ben, we have some ideas we're exploring right now that would help with this type of workflow. It wouldn't necessarily be a trigger to change the requester, but to make it possible for the reques...

• Visualizar comentário
• Toby Sterrett
• Criado 24 de fevereiro de 2023 01:57
• 0 voto

1. Comunidade
2. Feedback - Ticketing System (Support)
3. If agent or light agents are messaged via side conversation - encode ticket ID or link

Hi Mathias, out of curiosity, have you tried child ticket side conversations? If you create a child ticket the resultant ticket will have a banner that links back to the parent ticket. For light ag...

• Visualizar comentário
• Toby Sterrett
• Criado 24 de fevereiro de 2023 01:55
• 1 voto

1. Comunidade
2. Feedback - Ticketing System (Support)
3. Side conversation email responses on "Updates to your tickets" of agent's Home Dashboard

Hi Serge, thanks for the feedback! Agreed that the side conversation notifications need to live in a place like the Home Dashboard like you suggested. Unfortunately, the existing dashboard activity...

• Visualizar comentário
• Toby Sterrett
• Criado 24 de fevereiro de 2023 01:52
• 0 voto

1. Comunidade
2. Feedback - Ticketing System (Support)
3. Redaction and attachment deletion for side conversations

Hi all, we are actually starting to roll this out today. We are aiming to have it available in all accounts by early next week.

• Visualizar comentário
• Toby Sterrett
• Criado 24 de fevereiro de 2023 00:33
• 2 votos

1. Comunidade
2. Zendesk Support EAP - Side Conversations for Microsoft Teams
3. Feature request

The one way we've thought about how this could work would be if all the users who would be potential recipients authenticated their individual Teams account with the Zendesk app, which would enable...

• Visualizar comentário
• Toby Sterrett
• Criado 8 de fevereiro de 2023 22:52
• 0 voto

1. Comunidade
2. Feedback - Ticketing System (Support)
3. Adding Trigger, Macro and Automation Functionality to Side Conversations

Hey Wesley, thanks for the detailed feedback! We've definitely thought about ways to enable "nudging" for side conversations. Currently, automations only work with tickets, and they don't have a wa...

• Visualizar comentário
• Toby Sterrett
• Criado 8 de fevereiro de 2023 01:40
• 0 voto

1. Comunidade
2. Feedback - Ticketing System (Support)
3. Merge ticket as side conversation

Ok, thanks for the added detail, Roy Landman! That's an interesting scenario, as it means we'd essentially have to: Provide a way to initiate converting a ticket into a side conversation Let agent...

• Visualizar comentário
• Toby Sterrett
• Criado 4 de fevereiro de 2023 00:52
• 0 voto

1. Zendesk updates
2. Announcements
3. Announcing side conversations in the context panel

Hi Ryan Boyer and Aaran Chilinski - Customer Success Developer – we're currently in the home stretch. We're looking to start rolling out the access to opt into the context panel move to everyone st...

• Visualizar comentário
• Toby Sterrett
• Criado 4 de fevereiro de 2023 00:41
• 0 voto

1. Comunidade
2. Zendesk Support EAP - Side Conversations for Microsoft Teams
3. Replies not being receieved

Hi Dan, I wanted to check to see if this is still happening for you. If so please let me know and I'll open a ticket so we can investigate further.

• Visualizar comentário
• Toby Sterrett
• Criado 2 de fevereiro de 2023 17:48
• 0 voto