Überblick über Nebenkonversationen



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Amy Malka

Zendesk Documentation Team

Bearbeitet 02. Mai 2025


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132 Kommentare

1265345349289 I am seconding your comment from 2022 regarding how an agent will update a Side Conversation and it auto-adds the assignee in the To field.

 

We also have run into this and it seems so bizarre. Assignees are already notified by ticket updates so there is no benefit - it would make more sense that they are auto-added to the BCC option in the SC. 

 

Right now, their internal agent email is shared publically which is a security breach. This gives the people on the thread the name of their agent email that they can now message AND the possibility of trying to login to Zendesk with it. We would love the option to deactivate this behavior or at the very least add assignee to BCC so that their email is not shared publically

 

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Maybe someone have an idea on that ?

 

-→ I' sending an “Email” as side conversation. The received email is actually a kind of support address that genereate a ticket in their system. When they replied me their answer wasn't recorded in the side conversation but it actually created a new support ticket in MY system.

 

Is it normal ? 

 

Can we change this ?

 

What I want is that if I send an “Email” using side conversation, is that all conversation and follow-up happens in that email and not somewhere else….

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Want to mirror what 1263213545169 flagged above.  With the change to Side Convo moving into the sidebar, for some reason the ability to pop out the thread has been removed.  

This makes long email chains (especially those with inline photos) very difficult to read and work with. 

Feels unnecessary to remove such a feature. 

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Would REALLY like to be able to use our company emails to send side conversations to allow for full private labelling. 

 

 

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It would be great if you could reverse engineer a Slack link to a Zendesk ticket, ie, If a conversation originates in Slack, have the ability to make that the side conversation linked in the ZD ticket. And to have it otherwise function the same as a normal side conversation would be AMAZING

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Hi team,

A quick check on the below announcement, the date says Jan 27th but as of now my account see no changes yet. It's now already Jan 28th the next day in my location. Can you share the exact timestamp for the rollout?

 

https://support.zendesk.com/hc/en-us/articles/8163299196058-Announcing-consolidated-access-to-side-conversations-in-the-context-panel

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Something really missing now when side conversations is part of the context pannel is a “pop-out” button. 

On small laptop screens the side conversation area is very limited and a pop-out to a bigger screen as when side conversations was part of the top panel is very much needed.

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Hi Team!

 

I was wondering if Google Chat will ever be added as a side conversation option?

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I am a part of an organization that has several support email address that handle tickets for their corresponding teams. Why am I unable to start side conversations with another/different support address? The different teams/addresses need to often consult with each other on tickets. What is the best way to do this if I am unable to start a sider conversation with a support address?

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I made 2 side conversations (email) on 2 different tickets.

However, both side conversations have the same subject.

This causes 2 tickets with 2 side conversations to join the same email to the recipient.

 

Is there a way to keep the emails separate? because the tickets are different

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