Hi there,
We currently raise tickets to a 3rd party system for specific issues.
I'm looking to try and receive the replies from those tickets into a side conversation.
Is there a way to retrieve the email address of the side conversation so that it can be added as a recipient of the 3rd party ticket?
Otherwise, is it possible to reply to a side conversation with a new email? Such as by adding a reference number to the email body etc?
Thanks
Hello Rae,
your question looks very similar to this one:
https://support.zendesk.com/hc/en-us/community/posts/4419294975258-Can-I-Identify-the-Externally-facing-Email-Address-of-a-Ticket-
Maybe the suggestion will help you. :)
Best Regards
Nils
Hi Nils,
Thank you for looking at this but it's slightly different to the other post.
They needed the email address of the ticket, whereas I need the address of the side conversation.
I do not want the response to appear in the ticket itself.
Is there a placeholder for that, that you know of?
Thanks,
Rae
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Thanks for explaining your use case!
At this time, unfortunately, we don't support this for side conversations.
I've marked this conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.
In addition, I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post [https://support.zendesk.com/hc/en-us/community/posts/360004391547-Product-feedback-guidelines-how-to-write-a-good-feedback-post].
We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
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Also, if you like, I can refer you to our Services team. They can build custom applications and other tools for your Zendesk when native functionality is not meeting your needs.
I will set this ticket to Solved for now, but please don't hesitate to let me know if you have further questions.