Tracking Side Conversations in Zendesk
How can I track the creation of side conversations in Zendesk?
To track side conversations, set up a trigger that adds a tag whenever a side conversation is created. This involves creating a new trigger with conditions and actions to add a specific tag. Once the tag is added, you can report on it in Explore.
More related questions
Can I report on side conversations in Zendesk Explore?
You can't directly report on side conversations in Zendesk Explore. However, you can create triggers to add tags to tickets when side conversations occur, and then report on those tags. For more details, check out the original [Zendesk…
Is it possible to summarize side conversations in a single ticket in Explore?
Unfortunately, you can't summarize side conversations in a single ticket in Explore. There are no default attributes or metrics to identify child side conversation tickets, and no data linking child and parent tickets for reporting.
Can I report on Slack side conversations in Zendesk?
Reporting on Slack side conversations is not directly possible since they don't have a ticket number. However, you can use macros to start side conversations and add tags for reporting purposes.
Do side conversations affect SLA first response time in Zendesk?
Side conversations do not count towards the SLA first response time. The SLA first reply time is based on the first public comment from an agent to an end user's message.
Can I cross-reference the status of parent and side conversation tickets in Zendesk Explore?
Currently, you can't cross-reference the status of parent and side conversation tickets in Explore. You need to access individual tickets in the Zendesk Support interface for such details.
How can I calculate SLA for side conversations in Zendesk?
You can calculate SLA for side conversations using triggers to monitor Time to Assign (TAT) and capture request and response times. Custom fields or objects may be needed to store relevant data.
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