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Ashley17
February 23, 2023
Question

sidebar conversation

  • February 23, 2023
  • 1 reply
  • 18 views

if an agent creates a sidebar conversation, when the internal note saves on the ticket, does this class as an activity 

so if I report on how many internal comments agent X has made will this show extra logs for the emails?

    1 reply

    Jupete
    JupeteEmployee
    Employee
    March 10, 2023
    Hi Ashley, thanks for writing in!
     
    May we clarify if you are referring to creating side conversations? Because side conversations will only allow us to create public comments to the requester (ticket, slack, email)
     
    While if about reporting on internal comments made by agents, it is can be reported in Explore. We've found a recipe if this can help - Explore recipe: Reporting on tickets with an internal comment before a public comment. Thank you! 
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