Stephanie Barrett

We would also like to create a side conversation ticket for end users.  My team works on tickets that get created via an API connection to a partner of ours.  Sometimes we need to connect with someone from that team and want to leverage a side conversation ticket to do so.  

The benefits of doing it as a ticket versus an email: 

1. The agent can track the separate ticket in their queue. 

2. The end user can view the separate ticket from the Help Center request view.  This cannot be done when the side convo email feature is used.