Side Conversation - notifications on closed tickets
已于 2019年11月15日 发布
Hello,
We are using Side Conversation very often and sometimes customers are getting back to us after several months or even a one year.
Side Conversation is still available and Customers can reply on it, even if the ticket is in 'Closed' status.
Triggers to notify agents about new messages in Side Conversation in Closed tickets are not working. Follow-up tickets are not created.
Agents cannot go through all closed tickets to see if the new Side Conversation reply comes to any ticket and Customers are getting upset as they do not know even that Agent not read their message.
I think this should be somehow resolved: close Side Conversation or enable triggers on Side Conversation in ticket Closed status. We need to have the possibility to inform Customers that their message has been read and we get back to them, inform agent that new Side Conversation message arrived in closed ticket (but what if agent is not working anymore?) or inform Customer that he/she needs to open a new ticket as this ticket has been closed.
Thank you
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25 条评论
Daniel Rafeedie
Is there any update on how this is handled?
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Ian Marston
Any update on this?
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Tim Broere
Is there any update on this? Emails get lost at the moment.
1
Marie Hanna
Good afternoon,
We are having this same issue - information is getting missed from our customers and internally because side conversations does not update the status of the ticket after its been closed. This is causing a lot of frustrations.
This was posted a long time ago and I am surprised that this has not been resolved to date.
1
Maik Künnemann
We have the same issue - the linked EAP is no longer available. Whats the status of this? This was more than 2 years ago.
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Jean-Charles Pascale
Hi Ian,
There is no way to send this information to the Slack thread in Slack. I think this is mainly due to the fact that even though the side-conversation is closed ("Marked as done"), sending a message from Slack will reopen the side-conversation.
You should be able to use triggers to have an action happen on the Zendesk ticket if you wish.
I hope this helps.
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Ian Morgan
I notice that there is the option to set a side conversation for Slack as 'Done' but this does not inform the child ticket. How do we use this to notify the Slack conversation that this has been marked as 'Done'?
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Jon Stamper
OK great, thank you for the info Joel Hellman !
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Joel Hellman
Jon Stamper There is an EAP running for this use case - if a user replies to a side conversation contained in a ticket has is Closed, a follow-up ticket is created.
Here is the EAP: Zendesk Support EAP - Side conversations follow-up ticket
So it's in the works.
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Jon Stamper
Have there been any updates on this? Toby Sterrett - you mentioned 4 months ago that this was being reviewed so wanted to check if there was anything in place yet / if there was any work-around that anyone had identified?
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