Hello all, we have a number of use-cases where we need to engage with 3rd parties for “shared customers” in a form of “ticket sharing”.
Current practice is to use a side-conversation and trigger an email (which is likely a conversation part) to that 3rd party, and then responses from that 3rd party link back to the side conversation.
Whilst the above sort of works, it is not the most intuitive experience as it is not obvious that there has been a response (you have to open each ticket, navigate to side conversation, see a traffic light indicating a new email).
The bigger challenge is this does not consistently work (it does with Zendesk as it was levelling feature to match what they do), but does not for SPRINKLR and Service Cloud where the responses to side conversations create a whole new disconnected conversation, resulting in additional handling and bringing together of conversations.
Has anyone done much work on how to connect 3rd party systems and “share tickets”? Is side conversations the right way to do this?
I am playing with the idea of using back-office tickets but this does not really work either as the back-office ticket is bound to the user/company on the primary customer ticket, so you end up having to add the 3rd party as a participant which means the shared customer can see all the back and forth (removing the customer and adding the 3rd party in the back-office ticket, changes the customer ticket also).
Keen to unpack if anyone else has effectively solved for “ticket sharing” via Intercom inbox.
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