Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue.
As an agent I would like to be able to attach comments from end users into side conversations for Messaging tickets. This way, I can provide field operations with the feedback from end users. This is currently not possible as described here.
What problem do you see this solving?
Agents can quickly provide word for word feedback/suggestions over to field operations. Being able to attach directly to do side conversation would minimize risk and speed up time it takes to send side conversations.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?
This problem happens on a daily basis. This is critical for our business as our agents sent feedback to field operations multiple times a day.
Are you currently using a workaround to solve this problem?
Yes, my agents have to manually copy and paste responses now. This poses a risk as all of the content may not be carried over properly.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Allow the ability to attach ticket comments to side conversations like email or legacy chat tickets currently do.
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!