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.
- Using side conversations in tickets (add-on)
- Setting up triggers for side conversations
- About add-ons (Professional and Enterprise)
- Understanding and setting light agent permissions (Professional Add-on and Enterprise Add-on)
- Using Slack in side conversations
- Understanding and installing the Slack for Zendesk Support integration
To enable and disable side conversations
- Click the Admin icon (
) in the sidebar, scroll down down to the Settings section, and then click Tickets. - At the top, make sure you are on the Settings tab and then 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 converstions in tickets (add-on).
- If desired, select Enable slack to make side conversations available from Slack.
In order 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.
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.
10 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!
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