Announcing migration for email side conversation recipients

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  • Hillary Latham
    Community Moderator

    After this migration, will newly added side conversation emails create users?  Will those new folks receive a welcome email?  If they would, how can we disable that?  We use side conversations for vendor emails and those users don't need to log into our Zendesk instance. 

  • Juraj Jarmek

    Hello @...,

    Please note that that this announcement refers only to the side-conversations recipients who were NOT already existing as an agent/end-user in a system, so in the case of existing light agents, this does not apply.

    However, I would still recommend that you follow the above instructions, just in case you have some end-users that are NOT light agents.

    Hope that makes sense!

  • Kim Schmoldt

    Can agents still send side conversations to emails that aren't setup as a contact in zendesk already? Currently agents can email any address without them having to exist within zendesk. Since there are role base restrictions on user creation would those settings inhibit users from emailing outside parties through side conversations? 

  • Sydney Neubauer

    Many of our agents use side conversations with vendors. Do you know if that creates an account for the vendors?

  • Juraj Jarmek

    Hello @...,

    I just saw that this was already migrated, so you probably already saw the change.

    So if you have any new users that seemed 'created out of nowhere' on the 10th of May, this is most probably the reason why.

  • ILVA-Sara Jensen

    Hi Zendesk

    If we by now in our setup for side conversations ONLY use recipients that are already created as light-agents, will this then have any influence for us?

    We only communicate with light-agents in side conversation and thereby never create new users in the side conversation window. I'm just not sure, if we still ought to enable the setting for "tag on users and organisations"?

  • Toby Sterrett
    Zendesk Product Manager

    Hey all, thanks for the questions!

    • Yes, newly added email side conversation recipients will be added as users
    • Side conversations with vendors will create a user for the recipient's email address, but they will not receive the email inviting them to log in and create an account. 
    • Since sending an email side conversation creates the underlying user as a way to look the user up in the conversations and for autocompletion, it is not restricted by the role, so they will be able to continue using side conversations.

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