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Karan12
Karan12
November 17, 2023
Question

Auto followup on side conversation?

  • November 17, 2023
  • 1 reply
  • 29 views

Hi,

We use side conversations to reach out to our third parties and the associates currently followup on them manually.

 

Is there a way to trigger an email notification in an existing side conversation? For Eg: If the case is on pending since 1 hour and has an active side conversation, an email notification is added to that side conversation.

1 reply

Paolo14
Paolo14Employee
Employee
November 19, 2023
Hi karankuwarbidxb,
 
Unfortunately, this is not an available feature at the moment.
 
I've taken a look and found that other users are discussing similar needs here:
https://support.zendesk.com/hc/en-us/community/posts/4409222723866-Notify-Side-conversation-recipient-through-Automations
 
You can up-vote that original post and add your detailed use case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
 
Specific examples, details about impact, and how you currently handle things are the most helpful things to share to help our product teams understand the full scope of the need when working on solutions.
 
We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.
 
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