What is the Conversation View?
The Conversation View is where the contents of tickets from your helpdesk (or similar) will populate.
Here you will find:
Customer comments
Agent public and private comments
Links to Screen Capture videos
Ticket field events and changes (if configured)
How is the Conversation View broken down?
Customer vs. Agent Comments
Comments are color coded in the following way:
Customer comments will appear in Gray ⬜️
Agent Public comments appear in Blue 🟦
Agent Private/Internal comments appear in Yellow 🟨
When grading we also will highlight the agent being graded in Red 🟥 to make it easier to identify which comments are associated with the agent being evaluated.
Tip: If you are looking to group comments together that come from the same author, check out our article on Comment Threading! This can be great if you have a Chat as a support channel and want to streamline the ticket view further.
Getting Customer Details
Need more information about a customer? Simply:
Click on the customer icon (profile picture or initials) in the upper right of their comment
View their account details in the popup that appears
Select View Customer History to access any previous tickets they've submitted
Watching Screen Capture Videos
Screen Capture videos can be played by clicking on the Play Recording button, and this will open the Screen Capture video in the Conversation view.
Clicking on Back to Conversation in the top left corner of the view will bring you back to the spot in the ticket where the video is located. Allowing you to easily swap between watching a the video and then finding your place back in the ticket.
Additionally, you can also have the Screen Capture video play in the Action Panel.