Printing Side Conversations

YES!!!! This would be incredible functionality that our company would really like to see. We have had to create workarounds for this topic, such as screenshotting side conversations.

Hi @Cat B and @Charity Salhus, thanks for the feedback! Quick question on how you'd expect this to work... would you anticipate the printing a ticket would include the side conversations in the place where they were started in the comment stream? Or, perhaps at the end of the ticket?

Or, would you prefer to be able to print side conversations individually to then include with the ticket print out?

Included in the overall ticket print out. 

It would logically make sense for the side conversations to appear in the sequence in which they were actually had. 

I agree that it would be nice to have the conversation visible where it started in the thread, but I'd also like to be able to print the side conversation separately. Is that a possibility? 

Definite upvote from here too. I just found out we can't print them as a result of a customer raising a Subject Access Request (GDPR legislation thing) and will now have to either ask the last person to receive an email from the thread to forward it to me, or copy paste the whole thing out. 

In terms of what I'd prefer in terms of where it prints when printing a ticket, I'd prefer that it prints separately from the ticket personally. I'd definitely like the option to print Side Conversations separately from the ticket they're in at least. 

Definitely an upvote from Universal Music Group. We need to print our side conversations and would like to see them in the spot that they occur on the ticket.

Thanks!

Hi

Another up vote from us. 

Printed in the correct sequence, as noted above. Option to include/exclude would be ideal.

Thanks.

Another upvote on being able to print Side Conversations - in our case, we just need to print to a PDF, not a physical paper printout.

Another upvote on ability to print side conversations. What is the status on this right now Zendesk? Somewhat urgent for us. The process of opening and taking screenshots is a really bad solution. Is it possible to use the API as a short term workaround? Are there any 3rd party solutions?

Another upvote on being able to print Side Conversations (print to PDF to be specific).

Yes please get this feature! I love using the "Ticket Printing" option, and it would be a great addition to offer this aswell to the "Sideconversation"

@Toby Sterrett any update if this feature will be pipelined soon? 

I also would like to support this request. We have to print entire tickets, including the side conversations, regularly. Taking screenshots is very resource intensive, leads to incompleteness and errors, and is inadequate for many purposes. Can Zendesk please prioritize creating a fix to this?

This would also greatly benefit my team.  Has anyone at least found a work-around?

@Michael Artino you can either do screenshots or get the text of the side conversation via an api call. Neither are practical solutions. 

We should find ways to push this development with Zendesk, but unfortunately this post isn't very popular. 

Thank you @Lorenzo Testini, we were able to export with an API.  But your right, not practical.  

We also need the ability to print the side conversation with the ticket for compliance reasons. 

YES YES YES, we definitly need the ability to print side conversations too, when we print the whole ticket!

Hey @toby12,

Are there any plans to add the ability to print side conversations? I have a few companies who used ZD + Side convos and they require to be able to print a side conversation for compliance reasons for both the business and customer side of compliance aspects. Whilst ZD is obviously a cloud record, the ability to be able to print a side conversation for compliance would be a great step moving forward. There are governing bodies or customers who then need the compliance report which contains a list of all interactions etc. 

If this feature does come about, it would like for the Side convo to be in a separate PDF to the original ticket. E.G The options could be:

1. Print ticket only - this would result in 1 PDF which contains the ticket conversation
2. Print ticket & Side conversation - this would result in 2 PDFs, one for the ticket convo and the other for the side conversation thread

Having the side convo in a separate PDF means ZD users can then elect not to share the private side conversation with the customer if they choose not to. 

Thanks for the details of what you're looking for, @amie11! That sounds very much in line with how I've imagined it as well. I think there may be some progress being planned on printing in general within the product, so I'll be sure to keep these suggestions in mind.

One question – for the option 2 where would you think the side conversations would make the most sense – inline where they were started in the ticket, or after the main ticket conversation?

Dear @toby12,

Could you please provide us with an update on this request?

Thank you in advance.

the ideas of including the side conversation inline or at the end of a printed ticket are good, but the side conversation for us may have sensitive information. additionally, I want to use side conversations for our finance people, but they would only need the side conversation (and would probably be unhappy sifting through all the ticket interactions). having an option to export the side conversation independently would make the most sense for us, and it would be a modular design so it wouldn't interfere with other methods.

This ought to be included out of the box.

Side Convos should be printed in the same order in which they are had chronologically in the lifecycle of a ticket, just the same as an internal note already is.

What is the ETA on this? It's a glaring omission.

upvoting this as well! We have many groups on Zendesk that primary use side conversations for communication and have no way of exporting that thread.

We would also like to be able to print side conversations when printing tickets.