Add "Discussion Sessions" to the "Activities"

Hey!

I am Dhivya, Product Manager for Team Huddle. Showing Team Huddle under Activities is an interesting suggestion! I have a couple of questions

In what context would adding discussions along with other activities be useful ?

How do you see this happening though? An all encompassing record of the conversations in the huddle versus just a few updates such as a huddle was started, members who joined in etc or something else?

Hi,

I agree with Josh that there is a button with numbers but I believe people will miss that when reviewing the activities timeline/threads but also agree it should cause clutter.

So I would like to see something like you said above with just started, members joined, e.t.c. but maybe an option or a switch to show all huddles within the activities just like we toggle activities and the thread today.

Of course you also need to handle huddles like locked/private notes so an option to include in printouts or not.

Thanks

Dan

First and foremost:

The Discuss feature needs to be made optional. If that's already the case and I'm missing the toggle, I apologize. Our team immediately began having critical case notes discussed with no record of what was said in the normal Private Note / Public Note / Email stream, and no way to access the data via API.

Here's my take on how this could work:

After 1 hour of inactivity in a discussion, create a new private note with the entire transcript of what was said and by whom.

Hi,

I will create a separate post but as the PM is here I would also like to see a checkbox similar to Facebook with the choice of Return/Enter for a new line or to send the message as I see lots of one word messages as people (me included) use return/enter for a new line so I for example have Facebook set to not use return/enter to send.

Thanks

Dan

@JConner - Since Team Huddle is currently in beta, there is no option to toggle this functionality on the helpdesk. The huddle messages are still a part of the ticket and can be viewed when you come back to the ticket later as well.

@Daniel- Currently you can use shift+enter so that every line of text is not sent as a new message. :)

@dhivyas - To answer your question about how it should appear in the Activities log, I would expect to see only an entry that a discussion was started. That would be enough for any reviewer to then open up the discussion itself and review the complete details there. "When started", "who joined", "what was said", etc. should all remain in the discussion itself, not in the activities or notes.

@Josh- That's great. Why would this be needed though? Can you give me a few scenarios where this would be useful ?

Is is possible to disable the whole discussions part?
Now there is an extra button on top of the ticket page and when I select a text there is a discuss popup.

We are using freshdesk intensively, but only 2 agents and we will never ever use the discuss option.

Same here, is it possible to deactivate the whole team huddle discussion?

Yes please,

make it possible to disable "Team Huddle" 

@Regina and folks at @tyretotravel - I have turned off the Team Huddle feature for your accounts.

We are working on providing a toggle to turn on/off Team huddle as part of the admin settings and this should be available soon.