I have recently added another department as a separate group in zendesk with a separate e-mail. we often make requests to that department from with our group and visa versa, we used side convo previously but now it wont create a new ticket in their group, its like it doesnt even go anywhere aside from showing in their outlook inbox. how can we make our workflow between groups easier,
ability for side conversation emails to open new tickets in other departments
Hi Dane, and thank you for the suggestion, looks like I cannot select a group or all agents within the side convo address. I tried typing in "all agents" and both group names but nothing comes up. you are correct, we do add in that groups external e-mail address. see below.
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Based on what you have provided, it's possible that when you use side conversation you are entering the external email of the group that you have designated. When it comes to side conversation, you will just have to select the name of the group you want it to be routed.
The ticket will the appear to your unassigned view. You can then create another view that will allow all your agents from that group to see all requests.
Hope this helps.
Cheers,
Dane