Hide Side Conversation Bar: Display Original Ticket

Have you ever wished you could streamline your Zendesk view by hiding the side conversation bar and showcasing the original ticket, much like a parent ticket in a follow-up scenario? This article will guide you through the process, providing a comprehensive understanding of how to achieve this. Let's dive in and explore the steps involved in customizing your Zendesk interface for a more focused and efficient workflow.

Understanding the Need to Hide the Side Conversation Bar

In Zendesk, the side conversation bar is a useful feature that allows agents to engage in parallel discussions related to a ticket. However, in certain situations, this bar can become a distraction, especially when the primary focus is on the original ticket and its resolution. Hiding the side conversation bar can help agents concentrate on the core issue, reduce clutter, and improve overall productivity. For instance, when dealing with complex tickets that have numerous side conversations, agents might find it easier to manage the information if they can temporarily hide the bar and focus solely on the main thread. This is particularly beneficial when the side conversations are tangential or have been resolved, and the agent needs to revisit the initial context of the ticket. Furthermore, a cleaner interface can lead to reduced cognitive load, enabling agents to process information more efficiently and make quicker, more informed decisions. By removing visual distractions, agents can maintain a higher level of focus and provide better support to end-users.

Another key benefit of hiding the side conversation bar is the ability to streamline the workflow for specific ticket types or situations. For example, in cases where the side conversations are not relevant to the resolution of the primary issue, hiding the bar can prevent agents from spending unnecessary time reviewing those discussions. This can be particularly useful in high-volume support environments where agents need to quickly assess and address tickets. Additionally, hiding the side conversation bar can be a valuable tool for training new agents, as it allows them to focus on the core aspects of ticket handling without being overwhelmed by additional information. By mastering the primary ticket workflow first, new agents can gradually incorporate side conversations into their process as they become more experienced. Ultimately, the ability to hide the side conversation bar provides a flexible solution for tailoring the Zendesk interface to meet the specific needs of individual agents and the demands of different support scenarios.

Moreover, the aesthetic appeal of a cleaner interface should not be overlooked. A cluttered screen can lead to mental fatigue and decreased job satisfaction. By hiding the side conversation bar, agents can create a more visually pleasing workspace that promotes a sense of calm and organization. This can have a positive impact on their overall well-being and motivation, leading to improved performance and a more positive work environment. In addition to the visual benefits, hiding the side conversation bar can also free up valuable screen real estate, allowing agents to view more of the ticket content at once. This can be especially helpful when dealing with long or complex tickets that require extensive scrolling. By maximizing the available space, agents can reduce the need to constantly navigate the interface, further enhancing their efficiency and productivity. Therefore, the decision to hide the side conversation bar is not just about functionality; it is also about creating a user-friendly and visually appealing experience for support agents.

Displaying the Original Ticket Like a Parent Ticket

Displaying the original ticket in a manner similar to a parent ticket offers a clearer understanding of the ticket's history and context. This approach is particularly useful when dealing with follow-up tickets or related issues. By visually linking the original ticket, agents can quickly grasp the background and previous interactions, leading to faster and more accurate resolutions. This method ensures that all relevant information is readily accessible, preventing the need to switch between multiple tickets or search through extensive histories. The visual cue of a parent-child relationship helps agents to see the connection between the tickets, making it easier to understand the overall issue and provide a consistent response. Moreover, this approach can be especially beneficial for new agents or those unfamiliar with the ticket history, as it provides a clear and concise overview of the situation.

One of the key advantages of displaying the original ticket like a parent ticket is the improved efficiency in handling related issues. When agents can immediately see the parent ticket, they can quickly identify any recurring problems or patterns. This allows them to address the root cause of the issue, rather than simply treating the symptoms. For example, if multiple follow-up tickets are linked to the same parent ticket, it may indicate a larger underlying problem that needs to be addressed. By having this information readily available, agents can escalate the issue to the appropriate team or take proactive steps to prevent future occurrences. This proactive approach not only saves time and resources but also improves the overall quality of support provided to end-users. Additionally, displaying the original ticket can help agents avoid duplicating efforts or providing conflicting information, ensuring a more consistent and professional support experience.

Furthermore, displaying the original ticket like a parent ticket enhances collaboration among support agents. When multiple agents are working on related issues, a clear visual representation of the ticket relationships can facilitate better communication and coordination. Agents can quickly see who has worked on the original ticket, what actions have been taken, and what the current status is. This transparency ensures that everyone is on the same page and can work together effectively to resolve the issue. In addition to improving internal communication, this approach also benefits the end-user by providing a seamless and consistent support experience. When agents have a clear understanding of the ticket history, they can provide more personalized and informed responses, building trust and satisfaction. Therefore, displaying the original ticket like a parent ticket is not just about improving efficiency; it is also about fostering a collaborative and customer-centric support environment.

Step-by-Step Guide to Hiding the Side Conversation Bar and Displaying the Original Ticket

To achieve the desired outcome of hiding the side conversation bar and displaying the original ticket like a parent ticket, several methods can be employed. These methods often involve customizing your Zendesk instance using various features and tools. Let's explore these steps in detail:

1. Customizing Zendesk Apps: Zendesk allows the installation and customization of apps that can modify the interface and functionality. Look for apps in the Zendesk Marketplace that specifically address side conversation management or ticket relationships. These apps can provide options to hide the side conversation bar or display parent-child ticket relationships more clearly. When selecting an app, consider factors such as user reviews, features, and compatibility with your Zendesk instance.
2. Utilizing Zendesk Triggers and Automations: Triggers and automations can be configured to dynamically adjust the ticket view based on certain conditions. For example, a trigger can be set to hide the side conversation bar when a ticket is in a specific status or when certain tags are present. Similarly, automations can be used to display the original ticket prominently when a follow-up ticket is created. To implement these configurations, you need to define the specific conditions and actions within the Zendesk admin interface.
3. Leveraging the Zendesk API: For advanced customization, the Zendesk API can be used to programmatically modify the interface and ticket relationships. This method requires technical expertise but offers the greatest flexibility in tailoring the Zendesk experience to your specific needs. With the API, you can create custom scripts or applications that hide the side conversation bar, display the original ticket in a custom format, or even integrate with other systems to provide a unified view of customer interactions.
4. Custom CSS and JavaScript: Zendesk allows the use of custom CSS and JavaScript to modify the appearance and behavior of the interface. By injecting custom code, you can hide the side conversation bar, rearrange elements on the ticket page, and display the original ticket in a more prominent position. This method requires knowledge of web development but can be a powerful way to customize the Zendesk experience without relying on third-party apps.
5. Ticket Field Configuration: Zendesk ticket fields can be configured to create a visual link between related tickets. By creating a custom ticket field to store the ID of the original ticket, you can display this information prominently on the follow-up ticket. This allows agents to quickly navigate to the original ticket and understand the context of the issue. Additionally, ticket fields can be used in conjunction with triggers and automations to further streamline the process of displaying related tickets.

Benefits of a Streamlined Ticket View

Streamlining the ticket view by hiding the side conversation bar and emphasizing the original ticket offers numerous advantages for support teams. A cleaner interface reduces visual clutter, allowing agents to focus on the primary issue and respond more efficiently. This can lead to faster resolution times, improved agent productivity, and a more satisfying experience for both agents and end-users. By minimizing distractions and providing a clear view of the ticket history, agents can make more informed decisions and provide more accurate and consistent support.

One of the key benefits of a streamlined ticket view is the reduction in cognitive load for support agents. When agents are faced with a cluttered interface and multiple sources of information, it can be challenging to process everything and make quick decisions. By hiding the side conversation bar and focusing on the original ticket, agents can reduce the amount of information they need to process, allowing them to think more clearly and respond more effectively. This can be especially beneficial in high-volume support environments where agents are dealing with a large number of tickets each day. A streamlined ticket view can help agents stay focused, avoid burnout, and provide a higher level of support to end-users.

Moreover, a streamlined ticket view can improve the consistency of support provided by different agents. When all agents are using the same interface and have access to the same information, it is easier to ensure that they are providing consistent responses and following the same procedures. This can be particularly important for complex issues that require collaboration between multiple agents. By having a clear view of the ticket history and related conversations, agents can avoid duplicating efforts or providing conflicting information. This leads to a more professional and reliable support experience for end-users. Additionally, a streamlined ticket view can make it easier to train new agents, as they can quickly learn the essential aspects of ticket handling without being overwhelmed by unnecessary information.

Conclusion

In conclusion, hiding the side conversation bar and displaying the original ticket in a clear, parent-child relationship format can significantly enhance your Zendesk workflow. By implementing these customizations, you can create a more focused and efficient environment for your support team, leading to improved productivity and customer satisfaction. Remember to carefully consider the specific needs of your team and choose the methods that best align with your goals. A streamlined ticket view not only benefits agents by reducing clutter and cognitive load but also improves the overall quality and consistency of support provided to end-users. Customizing your Zendesk instance to meet your specific requirements is a worthwhile investment that can yield significant returns in the long run.

For more information on optimizing your Zendesk workflow, check out the official Zendesk support documentation and community forums. You can also find helpful resources on websites like Zendesk Help Center, which provides detailed guides and best practices for using Zendesk effectively.