Triggers run, or check conditions, immediately after tickets are created or updated. Any time someone creates, replies to, closes, or reopens a side conversation, they are making a change to the ticket. This means the ticket was updated and so, as a result, triggers run.
Trigger conditions for side conversation
The default behavior for side conversations is that the assignee on the ticket doesn’t receive emails, but they do see Growl notifications. If you want the assignee to get emails about side conversations, you need to use triggers.
Any time someone creates, replies to, closes, or reopens a side conversation a Growl notification appears in the Zendesk Support interface for 60 seconds.
You can create trigger conditions for side conversations so that assignees know when a side conversation is created, closed, replied to, and reopened. Without them, the agent assigned to the ticket (who, ideally, is also the creator of the side conversation) may have a hard time knowing what’s going on with a particular issue.
- Side conversation + Is + Created
Created is the initial state of a newly created side conversation.
- Side conversation + Is + Closed
Closed is the state of a side conversation after the agent clicks the Mark done button to close the side conversation.
- Side conversation + Is + Replied to
Replied to is the state of a side conversation after someone adds a reply.
- Side conversation + Is + Reopened
Reopened is the state of a side conversation after the agent clicks the Reopen button to reopen a side conversation.
For a complete list of the different conditions and actions that you can use to create triggers, see Trigger conditions and actions reference.
- Set ticket status to pending or on-hold upon creation of a side conversation
- Automatically assign the author of a side conversation to the ticket
- Send an email notification to the ticket assignee when a side conversation is replied to by others
- Set a ticket’s status to open if a side conversation is replied to by anyone but the assignee
Example 1: When side conversations are created
Here’s an example of a trigger condition about how to handle side conversations when they are created.
Example 2: Updating ticket status when side conversations are replied to
Here’s an example about updating ticket status when side conversation replies are replied to.
Example 3: Notifying ticket assignees when side conversations are replied to
Here’s an example about notifying ticket assignee when side conversations are replied to:
Comments
8 comments
In this page I found the following note:
Note: When someone replies to an email notification about side conversation activity, the reply becomes a public reply on the ticket, not a reply to the side conversation. This means that they are replying to everyone on the ticket, including any customers on the ticket, instead of a limited subset of people in a side conversation.
What does it mean exactly ? If I'm the assignee and I create a side conversation with a user outside Zendesk, he will reply from an e-mail for sure. This reply will become a public comment ?
thanks
sonia
Hi Sonia,
I believe Side Conversations is only for Agents only, so the implication is that they will reply to each other within the Agent Interface and hopefully not email.
If you agents tend to reply via email, maybe test out the #private command in the responses and if that works, it should post as a private reply on the ticket not public. However, that sort of defeats the purpose of Side Conversation!
Hi Heather
only for your info.
I create a side conversation with an external user (for example can be a salesman). When this person reply to the side converstion fron the e.mail received the requester doesn't see the reply.
This is what we are looking for and it's great
I understood that the same thing cannot be applied if an agent reply from the e-mail notification
bye
sonia
Hi,
Example 3: The "Viewing and replying to side conversations" link is dead.
Cheers,
Ed
Thanks for the heads-up, Eckhard! I'll pass this along to our Documentation team so they can get it straightened out.
Hi Eckhard. Thanks for pointing this out! I've fixed the link.
I get notified when I add a response to my side conversation. Can't seem to find a condition that prevents notifying me (the Agent) when I reply to the recipient of the side conversation.
Any Ideas?
Hi,
I would like to set up the trigger in Examlpe 2, but I'm a bit confused of what the conditions with the assignees are good for? My first thought was to just have the side conversation condition and then the status action, but now I get unsure wether I need the assignee condition as well.
Are wee talking about the assignee of the side conversation or the ticket? (ticket I assume)
Br. Mie
Please sign in to leave a comment.