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Using side conversations for Slack



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Lisa Kelly

Zendesk Documentation Team

Edited Feb 26, 2025


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55 comments

Hi, we're in the process of reviewing whether to implement this to our current setup, but we find that the side conversation does not identify any public Slack channels that we would deem suitable for use.

 

This includes brand new channels made specifically to test, and some pre-existing channels which have existed for well over 12 months. Are there any parameters which would preclude the integration from making these channels available?

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Hello, does anyone know about the possibility, or existing feature request, to be able to link existing Slack convo's. This because we always check whether someone has already asked the question, and if so, we follow/link the existing Slack conversation instead of repeating the questions that overflood our internal channels.

Thanks a lot for thinking along/letting me know!

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There seems to be nasty bug in this feature. 

If a Side Slack Conversation is revived i.e let's say the Zendesk case is closed and after 3-4 months someone replied on that Slack Thread from Slack itself the Zendesk will open a followup case. Which is very bad. 

We have stopped using this now. 

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Hey 1263797803409, Im using it exactly as you mention on your comment. I open a side conversation within Zendesk, type my message. Slack received it on the appropriate channel (the one I configured).  within slack someone respondes to the message and it get to Zendesk, twice.

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Doesn’t sound right.


Our use of side conversation is from within the Zendesk ticket open a side conversation to a slack channel. Then within the ticket all messages appear within one single comment and no duplicates. It works really well. 

You’ve not been clear on how your using it maybe that might help and Zendesk can help. 

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I'm in the process of implementing my zendesk instance and one feature we are excited about is the slack side conversation, however while testing it, every message gets duplicated on the Zendesk ticket.

Is this how its supposed to work?

 

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¿Nadie tiene problemas con las menciones?  estoy copiando y pegando cuidadósamente el @XXXX que tienen los usuarios en Slack y no los menciona de ninguna forma

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Hi Jed,
 
You need to initiate the side conversation from a Zendesk ticket to Slack. Side conversations can't be initiated from Slack to Zendesk. More information here.
 
Best,
Paolo | Technical Support Engineer | Zendesk

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Apologies if this was asked / answered but, can a side conversation be initiated from Slack to Zendesk, or can it only be done from Zendesk to Slack?

 

thanks

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Hi Carmela,
 
This is the expected behavior. When a Slack side conversation that belongs to a closed or archived ticket receives a reply, a follow-up ticket is automatically created. The new ticket will have the side conversation in it and keep the original assignee and group value. The new ticket will be able to run triggers so it can show up in the appropriate views. Unfortunately, there is no workaround for this yet. This would be a good product feedback though. 
 
I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
 
Best,
Paolo | Technical Support Engineer | Zendesk

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