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.
Note: The Collaboration add-on is required for Side Conversations. For more information about add-ons and light agents see About add-ons (Professional and Enterprise).
Related topics:
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.
Next steps:
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.
6 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?
Please sign in to leave a comment.