Feature Request: Add Reporting & TTR Metrics for Side Conversations (Email/Slack) | Community
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Feature Request: Add Reporting & TTR Metrics for Side Conversations (Email/Slack)

Related products:Ticketing system (Support)
  • November 5, 2025
  • 5 replies
  • 0 views
Gabriela11

Hi Team,

I would like to request a new feature to add advanced reporting capabilities for Side Conversations.

The Problem: While the Side Conversation feature (via email and Slack) is essential to our workflow, we currently have no way to measure its usage or efficiency.

Proposed Solution: We need a way to quantify and track these interactions. Specifically, we would need:

  1. Count of Side Conversations per Ticket: A metric that shows how many side conversations are initiated on each ticket.
  2. Individual TTR for Side Conversations: The ability to track the Time to Resolution (TTR) for each side conversation individually, separate from the main ticket's TTR.

Use Case (Why this is important): This data would be crucial for us. It would allow us to understand the true complexity of our tickets, identify bottlenecks (e.g., waiting on other teams), and track the performance of internal departments or external partners we contact via side conversations.

Thank you for considering this enhancement!

    5 replies

    Emily31
    • Emily31
    • November 6, 2025
    Hey Gabriela! Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
     
      Roberta14
      • Roberta14
      • November 7, 2025

      +1 - That would be very interesting. 

        Scott12
        • Scott12
        • November 14, 2025

        +1 It would also be really good if a reply to an email/Slack/Teams side conversation could also be used in triggers so that we can update ticket status etc. otherwise our very busy agents can go hours or days before they notice that there has been a response. 

         

        Tim39
        • Tim39
        • December 4, 2025

        Hey all
         
        Thank you for taking the time to provide us with this feedback! 
         
        This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 
         
        Thank you again for your feedback and for being a valuable customer with Zendesk.

        Siddhi
        • Siddhi
        • March 13, 2026

        Yes, reporting on Side Conversations would add significant value for our operations. We frequently use side conversations to communicate with insurers via email, and having reporting available would help us monitor insurer response times (TAT), track follow-ups, and improve operational visibility.

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