Side conversations are spaces in a ticket where agents can have a separate conversation with a specific group of people, or discuss a specific area of concern or course of action. Side conversations are stored separately from the main ticket thread and can include users who don't have account access. You can use them to organize information about a ticket. See About side conversations.
Admins can enable and disable side conversations. They're disabled by default.
Side conversations are only available in Zendesk Suite. They're not available in Support.
To enable and disable side conversations
- In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Settings. - Scroll down to the Side conversations section.
- Select Enable email to make side conversations available from email.
For information about using side conversations with email, see Using side conversations in tickets.
- If required, select Enable Slack to make side conversations available from
Slack.
To use side conversations with Slack, you must also have the latest version of the Slack for Zendesk Support app. For information about using side conversations with Slack, see Using Slack in side conversations.
- If required, select Enable Microsoft Teams to make side conversations available
from Microsoft Teams.
To use side conversations with Microsoft Teams, you must also have the latest version Zendesk for Microsoft Teams installed. See using Microsoft Teams in side conversations.
- If required, select Enable child tickets. This enables agents to create side conversation child tickets and assign them to a specific agent or group. For more information, see Using side conversation child tickets.
When side conversations are enabled, they're available for all agents to use. On Enterprise plans, you can control access to side conversations by creating a custom role.
We recommend setting up trigger conditions for side conversations in order to fully integrate them into your workflows and to keep agents on top of the activity within them. For more information about why it’s a good idea to use trigger conditions with side conversations, see Setting up trigger conditions for side conversations.
33 Comments
Tengo Enterprise y no logro ver la opción de habilitación de conversaciones paralelas en mi instancia. ¿Pueden ayudarme no entiendo por que pasa esto?
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?
Si soy administradora pero no la propietaria de la insancia. Este es el print
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!
Gracias espero me solucionen pronto, recibí el email de la creación del ticket.
Hi there,
I'm the administrator of our team, however, I am unable to locate this feature/option in my Admin>Settings>Tickets
Hi Matt -
What plan level are you on?
Hi @...
We're on an Enterprise plan.
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?
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?
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
How do I disable side conversations for CLOSED tickets?
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.
We have the Enterprise plan and cannot see the Side Conversation section on the Ticket Settings.
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!
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.
Could you provide a screenshot of the options you only see?
This is what I see.
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.
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.
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.
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 show
s.
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.
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.
Admin,
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.
Ok great, thanks for the update Dane I'll reach out to our AE and see if they can help.
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)
It looks like now when you click Forward via email, the content is not automatically included. Can we bring this back?
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.
Hi Zendesk,
We have an Enterprise account and I'm not seeing the option to enable side conversations, would this be something to direct to my account rep? Below is a screenshot of what I see from my Tickets Settings.
Please sign in to leave a comment.