Reporting on side conversations

+1

We would like to see how many side conversation tickets / emails were generated on a single ticket.

https://support.zendesk.com/hc/en-us/articles/4412384153754-Can-I-report-on-side-conversations-

we would love this as we use side conversations for our CSAT!

It would be helpful to be able to track who created a side conversation as well as volume.

+1

I've just set up over a dozen triggers and some are using webhooks to call the Zendesk API to update custom ticket fields with parent/child side conversation data that we can later use for crafting reports in Explore. It would be wonderful if an out-of-the-box Side Conversation dataset were added to Explore, so I could retire all this custom "overhead".

Thanks,
Ben Bauer
Director of Support
Syniti

+1 to this functionality as we have also needing to work with Ben's process in our instance for this gap. This uses unnecessary API calls and risks race conditions which can impact other workflows in place.

ie. If a feature is offered by ZD, it should be able to be reported on

+1 to this as well. We have been asking for this for awhile. We have several teams that only use side conversations and there is no way to really measure their utilization, CSAT, SLAs, etc..

Hi guys,

I have created a Feature request here for Side Conversations, please go upvote and add more details if you have them. The more votes we get, the quicker they hopefully see the need for the reporting:
https://support.zendesk.com/hc/en-us/community/posts/6400463954202-Feature-Request-Detailed-Reporting-on-Side-Conversations

We experienced some issues and were unable to get any information from Zendesk to identify these side conversations. 

Quite disappointing, but hopefully we can get Zendesk to sort this out. 

Side conversations reporting is something we absolutely want to have happen, and we've done the work to create a side conversations dataset for Explore. We'll be working with the Explore team when they are able to move things forward, but I don't have a specific timeframe for that at this time.

A couple of our teams primarily use side conversations when working tickets too, so this is something we're really needing. Right now we're not able to give them or their managers an accurate read on the work they're doing every day. 

This lack of data will be a huge issue when we implement side conversations. We need to be able to track agent work for metrics.

Bump! We've been asking for this feature since 2022. Please and thank you! :)

+1 on this request. Our team relies heavily on side conversations via email to collaborate with internal teams, and it’s been a challenge to track which tickets have pending or overlooked side conversations. While triggers help us get notified of new replies, there’s no straightforward way to see or report on tickets with ongoing side conversations that may require follow-up.

Having visibility into side conversation usage, such as which tickets have them, who is being contacted, and their status, would greatly improve our ability to manage collaboration and ensure nothing falls through the cracks.

+1

We definitely need this feature!