Enabling and disabling side conversations

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29 Comments

  • Mariana Moreno

    Tengo Enterprise y no logro ver la opción de habilitación de conversaciones paralelas en mi instancia. ¿Pueden ayudarme no entiendo por que pasa esto?

    0
  • Brett Bowser
    Zendesk Community Manager

    Oye Mariana

    ¿Puede confirmar que está configurado como administrador en la cuenta?

    Si está en Enterprise, definitivamente debería poder ver esta opción.

    ¿Puedes compartir una captura de pantalla de lo que ves al final?

    0
  • Mariana Moreno

    Si soy administradora pero no la propietaria de la insancia. Este es el print

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  • Brett Bowser
    Zendesk Community Manager

    Oye Mariana

    Tendré que crear un ticket en su nombre para que nuestro equipo de atención al cliente pueda investigar esto más a fondo.

    Recibirá un correo electrónico en breve indicando que se ha creado su boleto.

    ¡Salud!

    0
  • Mariana Moreno

    Gracias espero me solucionen pronto, recibí el email de la creación del ticket. 

     

    0
  • Henry's

    Hi there,

    I'm the administrator of our team, however, I am unable to locate this feature/option in my Admin>Settings>Tickets

     

     

    1
  • Nicole Saunders
    Zendesk Community Manager

    Hi Matt - 

    What plan level are you on? 

    0
  • Henry's

    Hi @...

    We're on an Enterprise plan.

    0
  • Nicole Saunders
    Zendesk Community Manager

    Okay, it looks like you would still need to get the Productivity Pack add-on in order to enable side conversations on your account. You'll need to contact your sales rep to get that added. More info here: What does the Productivity Pack add-on include? 

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  • Michael Ivan Cubarrubia

    Hi @...

    We also have an Enterprise plan and  I also can't see Side conversations feature.

    How can I know that we have a Productivity Pack add-on?

    Can you please validate if our account doesn't have the Productivity Pack add-on?

    Also I am planning to test the feature first in a Zendesk Sandbox is the Side conversations available in a Sandbox environment?

     

    0
  • Cheeny Aban
    Zendesk Customer Care

    Hi Michael Ivan, Do you have an Account Executive? if yes, we suggest that you reach out to your Account Executive to verify the full information of your plan. You may also check your subscription by going to Admin Center > Billing > Subscription. More information can be found Viewing and managing plan subscriptions

    All the best

     

    0
  • Heather Cook

    How do I disable side conversations for CLOSED tickets?

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Heather,

    Unfortunately, closed tickets are locked. They cannot be reopened or updated in any way. Ticket properties on closed tickets cannot be changed, furthermore, business rules such as triggers and automation do not act on closed tickets at all.

     

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  • Mayra Cruz

    We have the Enterprise plan and cannot see the Side Conversation section on the Ticket Settings.

    0
  • Josh
    Zendesk Customer Care
    Hi Mayra!
     
    Thank you for messaging us. 
     
    Please make sure that side conversation is enabled on the account. You can follow this article on how to enable it: Enabling side conversation 
     
    Let me know if this helps!
    -2
  • Mayra Cruz

    Hi @Josh, the option to enable side conversations is not present on my view in Ticket settings. So the instructions in the article don't help. Your link send me to the same article.

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  • Josh
    Zendesk Customer Care
    Hi Mayra!
     
    Could you provide a screenshot of the options you only see?
    0
  • Mayra Cruz

    This is what I see.

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  • Josh
    Zendesk Customer Care
    Hi Mayra!
     
    It seems the reason why side conversation is not available is because you need a Collaboration add-on. This is required for Plans not in Suite. You will need to reach out to your account manager or request this to your account owner.
    0
  • Luis Mendez

    I am trying to test some side conversations in Sandbox, but I don't have side conversations in Sandbox, is this not available in Sandbox?

    I have it on Production. 

    0
  • Cheeny Aban
    Zendesk Customer Care
    Hi Luis, 

    I would suggest that you check your account to confirm the features under your plan. Further, it can also be caused by role restrictions. Can you confirm if you are also listed as admin on your Sandbox? If not, you need to have it updated to enable side conversation. 
    0
  • Luis Mendez

    Thank you Cheeny Aban

    I am an admin in both Sandbox and Live. And I have Side conversations on my Live, and I have a previously made macro Side conversation that no longer shows. 

    0
  • Dane
    Zendesk Engineering
    @Luis,
     
    I would like to look into this further so I have created a ticket for you. Please wait for my update via email and let's continue our conversation there. 
    0
  • Fabrice Dowling

    Dane I've this issue also. I've created my Sandbox environment to test Agent Workspace, which I've enabled, but Side Conversations isn't available to enable?

    I'm on Enterprise Suite and Side Conversations is enabled on my Live instance.

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  • Dane
    Zendesk Engineering

    Fabrice Dowling,

    As it turns out, Sandbox does not inherit the actual Zendesk Suite Plan. It will only be on the Support Enterprise plan. That's the reason side conversations is not available. However, you can coordinate with your Account Executive and request for the sandbox to be boosted for you to have the option. Please remember that it will still depend on the discretion of your AE if the sandbox account will be boosted or not.

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  • Fabrice Dowling

    Ok great, thanks for the update Dane I'll reach out to our AE and see if they can help.

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  • Anton Verhelst

    When I start a side conversation with another Support instance, I don't get any replies on the side conversation. How can I fix this?

    (Ticket sharing is not an option in this example)

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  • Eugenio Mejia

    It looks like now when you click Forward via email, the content is not automatically included. Can we bring this back?

     

    0
  • Dane
    Zendesk Engineering
    Hi Anton,
     
    If you are certain that they have indeed sent a reply and it's not in your suspended views. Ask them for the Message-ID of the reply they sent and contact support directly to investigate further.
    0

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