Tim Hartzuiker (pluscloud - Premier Zendesk Partner)

Hi,

Would love to see this added as well. 

Feature Request Summary:

Follow-up tickets for Side Conversations are created on the original group value only, or, in case it no longer exists, the standard group. Currently, the follow-up ticket for Side Conversations is created on the original assignee and group value. 

Description/Use Cases: 

When the original assignee is no longer an agent, no follow-up ticket is created, and the message in the Side Conversation will never be seen, as it is still on the closed ticket. 
If Follow-up tickets for Side Conversations are created on the original group value only, there is a much higher chance it will actually be created. And having a fallback where the current Standard group is selected, in case the original group no longer exist, will ensure a follow-up is always created.

Business impact of limitation or missing feature:

This is critical for our customers, as with the current function, follow-up tickets are sometimes not created and messages are missed. We have a few customers with higher employee turnover, so this is a genuine exposure. Missing a follow-up message from a customer can certainly have a high impact. 

Other necessary information or resources:

None

Strongly agree with this. In the current day, most companies will have multilingual support, so not having translations in content blocks almost defeats its purpose. 
As a Premier Zendesk Partner, we can hardly recommend content blocks with our customers when they support multiple languages. 

Hi Mei-E Loh,

Thank you for your swift reply. To confirm, the FRT metric behind the feature gate is the SLA badge that is visible in Views and in a ticket? If yes, how can I contact you to send you the customer subdomain? 

Thanks!

Hi Mei-E Loh,

What is this feature gate, is this an EAP or something else? I can't find FRT metrics for socials/messaging in this list.

As a Zendesk Partner, we have a customer who is really waiting on SLA for Whatsapp tickets. 

Adding HTML or Rich Text editing for Signatures would be a great feature.