Transfered Mail on Side conversation | Community
Skip to main content

Transfered Mail on Side conversation

  • February 4, 2020
  • 5 replies
  • 0 views
L

Hi community,

 

We are experiencing a big issue and limit with side conversation : 

- An agent create a side conversation to a sales rep to send a customer request.

- The sales rep get the message on Outlook, and want to transfer the email to do a request to another service.

- If the other service is also on Zendesk, they never see the email, because it goes back to the first side conversation ticket.

 

Have you an idea to manage that on Zendesk ?

    5 replies

    Brett13
    • Brett13
    • Community Manager
    • February 11, 2020

    Hey Matthieu,

    Thanks for taking the time to share this with us! I'm going to create a ticket on your behalf as this seems like it could be a bug.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

    A
    • Anne-Flore
    • February 4, 2021

    Hello

    I am interested by the resolution of this post because we have the same problem.

    Worst, when the email come back in the side conversation of the existing ticket or a follow-up ticket, the destination email adresse doesn't appear ! It 's the one of the previous recipient who appear, so our agents can't understand that the email is not for them.

    I created a ticket to your support who explained me that displaying inaccurate data is the expected behavior, and i should post a suggestion on the feedback on support. So i do it in this post cause is the same subject.

    Regards

    Devan
    • Devan
    • February 5, 2021

    Hello @Anne Flore CAIRE,

    I looked into this issue for our resolution, but unfortunately, we were not able to resolve this previously due to not receiving the information needed from this user. I've gone ahead and opened up a ticket on your behalf so one of our experts can troubleshoot this with you.

    Best regards. 

    A
    • Anne-Flore
    • February 5, 2021

    Thank you ! I will complete the ticket with a detailed example

    A

    For those who run into the same issue and read this post, after the second ticket with Zendesk Support, I confirm that when the email comes back into the side conversation of the existing ticket or a follow-up ticket, the displayed destination email address is incorrect and this is not considered a bug to be addressed by Zendesk. So I had to open another evolution request dedicated to this subject. For those who want to vote https://support.zendesk.com/hc/en-us/community/posts/1260801919170-Wrong-displayed-destination-adress-email-in-side-conversation-Needs-a-fix

    Terms & ConditionsCookie settingsAccessibility statement