Setting up triggers for side conversations Follow



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    Sonia Radaelli

    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 ?




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    Heather R

    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!

  • Avatar
    Sonia Radaelli

    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



  • Avatar
    Eckhard Doll


    Example 3: The "Viewing and replying to side conversations" link is dead.




  • Avatar
    Jessie - Community Manager

    Thanks for the heads-up, Eckhard! I'll pass this along to our Documentation team so they can get it straightened out. 

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    Amy Malka

    Hi Eckhard. Thanks for pointing this out! I've fixed the link.

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    Jim Aycock

    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?

  • Avatar
    Mie (Edited )


    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

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