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 activate and deactivate side conversations. They're deactivated by default.
Side conversations are only available in Zendesk Suite. They're not available in Support.
To activate and deactivate side conversations
- In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Side conversations. - Select Turn on child tickets. This allows agents to create side conversation child tickets and assign them to a specific agent or group. See Using side conversation child tickets.
- Select Turn on emails outside the main conversation to make side conversations available from email.
For information about using side conversations with email, see Using side conversations in tickets.
- Select Turn on side conversations in Microsoft Teams to make side conversations available from Microsoft Teams.
To use side conversations with Microsoft Teams, you must also have the latest version of Zendesk for Microsoft Teams installed. See using Microsoft Teams in side conversations.
- Select Turn on side conversations in 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. See Using Slack in side conversations.
- Click Save.
When side conversations are activated, they're available for all agents to use. On Enterprise plans, you can control access to side conversations by creating a custom role.
It's recommended to set up trigger conditions for side conversations 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
It looks like you still need to get the Collaboration add-on in order to enable the Side conversations on your account. Please reach out to your Account Executive directly for this feature to be added to your account. Stay safe!
Hi, We are having an issue when using side conversations, one of our agents accidentally sent the conversation to a customer rather than the intended recipient, this was because their names were the same, and when the agent typed their name it the selected the customer email.
Is there a way to remove all of the emails to ensure the email has to be typed fully ?
If this is a customer in your support instance then there is no specific way yet in the side conversation functionality to exclusively remove end-users from the side conversation "To" when writing an email. It will search all email address or users' name if matches since users outside the organization can be sent a side conversation email. However, there is this option 'Finding and deleting users created by side conversations' if this will suffice for now.
But you can post a product feedback here 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. Thank you!
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