In Zendesk tickets, we create multiple email side conversations, is there a way to track the processing time for each side conversation.
I am looking to track the side conversation open and closure timeline?
Tracking Side Conversation open and closure time
Afternoon-
We are running into the same issue with Side Conversations. We'd like to see these included with the Timer Tracker App data. There also seems to be some reporting limitations with side conversation in general.
Is there any update to this functionality being added? Seems odd that side conversation time activity for agents is not tracked
Hello Terry,
I hope you're having a fantastic day!
It looks like the functionality you're looking for hasn't been added just yet. Zendesk currently doesn't offer built-in reporting or time-tracking specifically for individual side conversations within tickets, like their open and close times or processing durations. Instead, side conversations are viewed more as internal collaboration messages rather than separate tickets or events with detailed lifecycle tracking.
As Cheeny mentioned, if you're interested in tracking your side conversation tickets, you can create a trigger that adds a tag to those tickets. This way, you can easily use that tag as a filter in your Explore report.
I hope you're having a fantastic day!
It looks like the functionality you're looking for hasn't been added just yet. Zendesk currently doesn't offer built-in reporting or time-tracking specifically for individual side conversations within tickets, like their open and close times or processing durations. Instead, side conversations are viewed more as internal collaboration messages rather than separate tickets or events with detailed lifecycle tracking.
As Cheeny mentioned, if you're interested in tracking your side conversation tickets, you can create a trigger that adds a tag to those tickets. This way, you can easily use that tag as a filter in your Explore report.
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Unfortunately, there is no option to track the processing time of side conversations yet. However, I agree that it will be a good addition as a metric in Explore so I will make sure to mark this comment as product feedback.
Anyway, if you would like to track your side conversation tickets, you can also create a trigger that will add a tag to those tickets that you can use as a filter to your Explore report.
I hope that helps!