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Side Conversations in Zendesk Explore

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  • June 22, 2021
  • 42 replies
  • 126 views
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42 replies

Gerald11
  • Gerald11
  • January 19, 2023

@toby12 can you give us a timeline for the Side convo explore implementation?

    Timo14
    • Timo14
    • February 23, 2023

    This would be very useful! Is there any sight on when we will have this data available in Explore?

      M
      • Manisha13
      • March 9, 2023

      We want to know many responses were received on EVT/side conversation and ticket status has not changed or the reply has not sent back to the requester.

      Martin14
      • Martin14
      • August 16, 2023

      Over a year now since this was reported as "it's getting close" by Zendesk product manager.

      Any updates? It must be much much closer now?

        Natalia12
        • Natalia12
        • September 21, 2023

        Requerimos poder medir los tiempos y volumen generado en conversaciones secundarias

        Toby12
        • Toby12Employee
        • Employee
        • October 25, 2023

        Apologies for the delay, all. The work to prepare the side conversations data set for Explore made a lot of progress, but there are steps in the process that are not possible to complete by the side convos feature team. Unfortunately those steps were halted in favor of other data sets that received a higher prioritization. We're doing everything we can to get the side conversations data set prioritized as soon as we can. I will refrain from giving a time estimate again, but it is definitely something we are not going to stop pushing.

          Atanas
          • Atanas
          • Contributor
          • October 26, 2023

          Absolute +1 on this. Side conversations should definitely be something we can report on within our company relating to internal escalations. Metrics mentioned in previous comments will all be utmost useful to track average response times, first and full resolution times, reopens etc. 

            Robert17
            • Robert17
            • October 31, 2023

            Hi @toby12,

            I appreciate seeing that there is a push to have Side Conversation data be reportable.

            I would like to specifically note that improvements on reporting for Child Tickets via Side Conversations. I think you should be able to do the following for Child Tickets:

            • Number of tickets with Child Tickets
            • Number of tickets with Child Tickets assigned to a specified Group
            • Number of tickets with Child Tickets by Status

            In effect, access key data about the Child Ticket, as a set of attributes on a parent ticket including:

            • Child Ticket present (true / false)
            • Child Ticket ID
            • Child Ticket Status
            • Child Ticket Group
            • Child Ticket Form
            • Child Ticket Assignee
            • Child Ticket Custom Fields

            I appreciate the difficulty here will be reporting on this data when there are multiple Child Tickets, but at the moment reporting on the link between Parent <> Child Tickets is really frustrating requiring two separate tables of ticket data to find that link.

             

            Boyan11
            • Boyan11
            • January 16, 2024

            +1 It would be very useful for us !

              Shawna James
              • Shawna JamesCommunity Manager
              • Community Manager
              • January 17, 2024
              Hi everyone, thank you for your continued responses here and engagement on this thread. I want to confirm that Toby's most recent update remains accurate for this project status. 
               
              I understand how our recent updates about this feature not being prioritized might have caused frustration because we didn't reference our guidelines in this post. Product feedback that is provided in this space is not guaranteed to be included on any product backlog or roadmaps. While we listen and read every piece of feedback that comes through this forum, in some instances, our product teams need to make the tough decision to work in a direction that is not aligned with a particular piece of feedback. This Community forum is simply for sharing your challenges and how you use the product, but it is not a case/resolution system.
               
              We appreciate your continued engagement here and look forward to sharing more on this product area in the future. Thank you for being valuable Zendesk customers!
              Shawna James
              • Shawna JamesCommunity Manager
              • Community Manager
              • January 18, 2024
              Hey Casey, as I detailed above, I spoke with Toby the PM you are referencing and the update he last provided in October of 2023 is the most up to date for this feature request. 
               

              Apologies for the delay, all. The work to prepare the side conversations data set for Explore made a lot of progress, but there are steps in the process that are not possible to complete by the side convos feature team. Unfortunately those steps were halted in favor of other data sets that received a higher prioritization. We're doing everything we can to get the side conversations data set prioritized as soon as we can. I will refrain from giving a time estimate again, but it is definitely something we are not going to stop pushing.

               
              Thank you for understanding. 
              Amar12
              • Amar12
              • June 12, 2024

              @toby12 Any idea when this will get implemented? 

                Martin14
                • Martin14
                • July 25, 2024

                Side conversations is the best feature that Zendesk has introduced in a very long time. That we can't report on it feels like a strange short coming. 

                I have no idea if we are handling 10 och 10.000 side conversations wich creates a blindspot in reporting.

                  Anastasia11

                  @shawna11 could you please advise if you have any update on this one?

                  Toby12
                  • Toby12Employee
                  • Employee
                  • October 31, 2024

                  Hi all. We are once again in the process of getting side conversations data into Explore. Other data sets have taken priority over side convos in the past, but it looks like they have a slot for early next year.

                  Anastasia11

                  Hi Zendesk. Do you have any progress /new plans on this one? 

                  Chad11
                  • Chad11
                  • January 27, 2026

                  Hi Zendesk Team!

                  Do we have updates on this? Do we have a way to count the number of side conversations created in a parent ticket?

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