If you have the Collaboration add-on, administrators can enable or disable side conversations. Side conversations are off by default even if you have the add-on.
To enable and disable side conversations
- Click the Admin icon () in the sidebar, scroll down down to the Settings section, and then click Tickets.
- From Ticket Settings, scroll down to the Collaboration section and then do one of the following:
- Select the Enable ticket Side Conversations checkbox to turn side conversations on.
- Clear the Enable ticket Side Conversations checkbox to turn side conversations off.
We recommend setting up trigger conditions for side conversations in order to fully integrate them into your workflows and to keep agents on top of the activity within them. For more information about why it’s a good idea to use trigger conditions with side conversations, see Setting up trigger conditions for side conversations.