Side conversations can be enabled and disabled by admins. Side conversations are disabled by default.
To enable and disable side conversations
- In Admin Center, click the Objects and rules
icon (
) in the sidebar, then select Tickets > Settings. - Scroll down to the Side conversations section.
- Select Enable email to make side conversations available from email.
For information about using side conversations with email, see Using side conversions in tickets.
- If desired, select Enable slack to make side conversations available from
Slack.
To use side conversations with Slack, you must also have the latest version of the Slack for Zendesk Support app. For information about using side conversations with Slack, see Using Slack in side conversations.
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.
About support addresses used to send side conversations
Side conversation notifications are sent from the support address associated with the ticket that the side conversation is on (for example, support@myaccount.zendesk.com). If you have multiple brands and support addresses, side conversation notifications come from each of your support addresses (for example, support@brand.zendesk.com).
If you have internal email routing rules (for example, in Microsoft Exchange), we recommend that you include references to each of your unique support addresses. Otherwise, email notification for side conversations will not be routed correctly. Check your allowlists and blocklists.
23 Comments
Hi
Is it possible to enable the feature for just admins to begin with? I would like to test it out myself before pushing it out in the whole orgnization.
Br. Mie
Hi Mie -
At this point in time, there are no role-based permissions for side conversations, though it is something that is under consideration for future versions. If you'd like to express your interest in that, you can post a comment to the Announcement.
Hi Nicole,
We're looking for some assistance in setting up our Light Agent workflow as the specification for Light Agents require some creativity for our use case. We're looking for ways for our Light Agents to have a view with tickets we deem relevant for them.
Is there an easy work flow for us to be able to add light agents as a CC or @mention them in an internal note or side conversation that corresponds to a view set up for light agents to that show tickets they are either CC'd in or tickets with an internal note/side conversation with @mention to them.
Important to note; Our light agents are from different companies, thus, we do not wish for them to see all tickets sent to light agents in general; it is okay for light agents from the same company to see
Any thoughts or points are helpful!
Much thanks,
Will
Hi there!
There's actually an existing area in Support where any agent can see tickets that they're CC'd on! It's not a View, though. Your agents just need to click on their picture in the upper right corner of the interface and click View Profile. From there, they'll click on the dropdown menu below their picture and name on the left, and select CCs. This will bring up all the tickets that agent is CC'd on. It's a bit clunky the first time you go there, but it has a unique URL so they can bookmark it for easy access. Hope that helps!
i am not able to fine the Collaboration section in the ticket, can you help? is it something missing in my subscription?
Hi @Diaa — Side conversations are enabled by the administrator from the agent interface (not the ticket interface), but you need to have the Collaboration add-on. The "Collaboration section is under Settings > Tickets. Does that help?
I just created our first group. It's the sales team. I have explained starting a ticket as the requester. However, I'm getting push back in the following manner: Please Advice.
Cesar,
Hello Cesar,
I've gone ahead and linked a help guide that should prove helpful in Enabling and disabling side conversations. If this doesn't aid in resolving your issue, let us know, and we'll dig a little deeper into what is taking place on your end.
Our agents have a signature in place on Support which is a hyperlinked image including name and contact details which directs to our website. I realize that markdown is not supported within side conversations, is there at least any way to at least display an image as a default signature???
Hey Chris,
There's no easy way to accommodate agent signatures in side conversations at this time. I was able to track down the following feedback post that's related to this functionality here: As a Zendesk Admin, I want the Collaboration add-on to support markdown and placeholders so that existing agent signatures can be used in Side Conversations
I recommend upvoting and provide your use-case there so our Product Managers are aware of this need. I'll also be sure to pass this along to our product team on my end as well.
Cheers!
Tengo Enterprise y no logro ver la opción de habilitación de conversaciones paralelas en mi instancia. ¿Pueden ayudarme no entiendo por que pasa esto?
Oye Mariana
¿Puede confirmar que está configurado como administrador en la cuenta?
Si está en Enterprise, definitivamente debería poder ver esta opción.
¿Puedes compartir una captura de pantalla de lo que ves al final?
Si soy administradora pero no la propietaria de la insancia. Este es el print
Oye Mariana
Tendré que crear un ticket en su nombre para que nuestro equipo de atención al cliente pueda investigar esto más a fondo.
Recibirá un correo electrónico en breve indicando que se ha creado su boleto.
¡Salud!
Gracias espero me solucionen pronto, recibí el email de la creación del ticket.
Hi there,
I'm the administrator of our team, however, I am unable to locate this feature/option in my Admin>Settings>Tickets
Hi Matt -
What plan level are you on?
Hi Nicole Saunders
We're on an Enterprise plan.
Okay, it looks like you would still need to get the Productivity Pack add-on in order to enable side conversations on your account. You'll need to contact your sales rep to get that added. More info here: What does the Productivity Pack add-on include?
Hi Nicole Saunders
We also have an Enterprise plan and I also can't see Side conversations feature.
How can I know that we have a Productivity Pack add-on?
Can you please validate if our account doesn't have the Productivity Pack add-on?
Also I am planning to test the feature first in a Zendesk Sandbox is the Side conversations available in a Sandbox environment?
Hi Michael Ivan, Do you have an Account Executive? if yes, we suggest that you reach out to your Account Executive to verify the full information of your plan. You may also check your subscription by going to Admin Center > Billing > Subscription. More information can be found Viewing and managing plan subscriptions
All the best
How do I disable side conversations for CLOSED tickets?
Hi Heather,
Unfortunately, closed tickets are locked. They cannot be reopened or updated in any way. Ticket properties on closed tickets cannot be changed, furthermore, business rules such as triggers and automation do not act on closed tickets at all.
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