I have a question regarding side conversations, maybe you can help us with our problem. I couldn't find any post about our issue.
Here's the situation: we receive many customer requests and regularly need another department to help us answer the question. For example, the logistics department for customer shipments and our purchasing department for delivery times.
We now use a table in Excel to keep the communication between different departments in the same layout. We fill it with information and then paste it into an e-mail. We would like to be able to do something similar in a side conversation.
It is not desirable for us to have these departments work in Zendesk, so a side conversation in which an e-mail is sent to the other department seems a good solution.
The disadvantage of a side conversation is that we can only use plain text. We cannot use images, tables, etc., which is a major shortcoming.
Is there perhaps a solution for this, so that we can still paste Excel tables into a side conversation? If not, is there an alternative solution? Or will this ever be added to Zendesk?
Kind regards,
Ewout
