About side conversations

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113 Comments

  • HenaMathew

    Hi

    Is there a placeholder we can use to display past side conversations?

    We are implementing triggers to notify the assignee via email when side conversation is replied to but there is no means to add the conversation history on the email.

     

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  • Gabriel Manlapig
    Zendesk Customer Care
    Hi HenaMathew,

    As of the moment, we don't have a placeholder that will show email content from a Side Conversation. I can imagine, it would be incredibly helpful to have a placeholder to display past side conversations to notify the assignee.
     
    I would recommend you to leave Feedback in our Community. Our Teams are frequently looking through the posts in order to get ideas on future additions to the Software. The more a votes a post gets, the higher the chance that the feature will be added in the future.
     
    1
  • Glen Schneider

    Hi, 

    Is there a way to set the priority of a side conversation when creating one? 

    We often have an Urgent ticket which might need another team but when we create a side conversation for them it defaults to Priority Normal by one of our triggers. We then have to do into the side conversation child ticket to manually upgrade it to Urgent. This is quite annoying and a bit of an annoyance for agents. 

    Thank you 

    1
  • Anne Ronalter
    Zendesk Customer Care
    Hello Glen,

    thank you for your Feedback on this.

    At the moment, it is unfortunately not possible to take over the priority into a child ticket.

    In the article Using side conversation child tickets it is stated,  that no ticket data will be inherited from the Parent ticket to Side conversation tickets and that also includes the ticket's priority. 





    As a workaround, what you could do, would be Using macros to start side conversations that set ticket fields using a particular macro, however, this will still have to be done manually.
    For now, there is no option to transfer data from Parent to Child tickets from side conversations. 

    This feature will soon be available on an EAP, you can sign up here for it.

    Best regards,
     
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  • Glen Schneider

    Hi Anne,

    Thanks for the speedy reply. 

    Pretty confident we already have a button to include the form detail when creating a side conversation.

    I think my request is probably more of a feature request to be able to set priority when creating in the little box that appears when you click the + button. Would make life easier.

    All the best

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  • Stephen

    Hi Anne Ronalter,

    Thank you for sharing this link to the beta. As Glen mentioned there is a feature whereby you can set certain fields to be passed to the Child Ticket:

    However, I would love to know if this Beta is more robust and would allow settings things like:

    • Ticket Form
    • Fields
    • Priority

    The use case is effectively that for some escalations from our L1 team, there may be a dedicated Ticket Form they need to fill in for the other team. Being able to treat a child ticket logged via a Side Conversation as a ticket form to be completed, would improve the experience.

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  • JJ Breen

    Jason Fouchier Jamie Noell Toby Sterrett,

    I had an agent reach out to one of our partners today via a side conversation and then a second time and then call them to no avail.

    I send a direct email from my email client to the partner and found via auto-reply that he is out of the office until next week.

    I checked our suspended tickets and saw no indication that a reply was quarantined or suspended.

    Did anyone ever find a resolution to bounce-back emails not propagating into Side Conversations and/or Suspended tickets?

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  • Julio H
    Zendesk Customer Care
    Hi JJ,
     
    Side Conversations created via email, when they receive a bounced email, the email will arrive to the suspended view. 

    End user can set up send the OOO, only to contact emails, or similar settings, if this is the case, the Side Conversation might not receive the bounced email to appear in the suspended view. 

    Side conversation sent: 


     
    OOO set up:


     
    OOO arrived to the suspended view:



     
    I hope this help! 
     
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  • Frank

    Hi all,

    Apologies if this has been asked/answered already.

    I am looking to implement side conversations with our team. I have just created a trigger to notify the assignee by email when a side conversation is replied to, in addition to reopening the ticket. However, we have two questions:

    1. Is it possible that this notification could be delivered via an Internal Comment? I am not clear if this was addressed earlier.
    2. Is it possible that side conversation replies (back-and-forth) could be added into Internal Comments chronologically? Currently, all replies within a particular side conversation appear to reside within that side conversation, displayed as an internal comment, at the chronological point within that ticket where the side conversation was created, if that makes sense.

    Thanks,

    Frank

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  • Dylan Banker

    This should be integrated with Microsoft Teams

     

    1
  • Ian Marston

    Dylan Banker Zendesk are developing side conversations integration into Teams, it is currently in the EAP, so you may want to contact Zendesk to take part. Hope that helps!

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  • Colleen Hall
    Zendesk Documentation Team

    Thank you, Ian Marston!
    Yes, Microsoft Teams in side conversations is currently part of an early access program (EAP). Dylan Banker you can lean more about signing up for the EAP here and using MS Teams for side conversations here

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  • Ariya

    can we change the email name / would it be better if we could change the sender's email address, when we use side conversation via email?

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  • Christine Diego
    Zendesk Customer Care

    Hi Ariya,

    Side conversation notifications are sent from the support address associated with the ticket that the side conversation is on. That being said, if you change the associated email address using Select an address, you can change side conversation sender address.

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  • Bruno Cruz

    Hi everyone!

    Any plans of integrating Google Chat (Workspaces) as a side conversation channel?

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  • Katrien

    It seems that the side conversations often end up in my colleagues spam folder. How can we avoid that? These are colleagues using the same e-mail domain, but they are not necessarely agents.

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  • Cheeny Aban
    Zendesk Customer Care
    Hi Katrien, 

    Since you are under the same organization, I would suggest that you consult your system admin or the people who manage your organization email to verify why the emails are going to the spam folder of your colleagues. They can inspect incoming emails and review the possible causes.



     
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  • Andres

    We're using side convos to coordinate with third-parties. I've managed to set up a trigger to let us know when a side-conversation is created and when it is replied to, but I can't find a way to include the actual update, what the reply actually was. We need to click on the ticket to open in Zendesk then open side convos - which aren't available on the mobile app.

    Is there a way to include the actual side-convo update in the email trigger - or any other way I can see what the side-convo update was on a mobile device?

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  • Dane
    Zendesk Engineering
    There's no native way to do this.
     
    Would you mind posting your use case to our Feedback on Support topic? This is to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. Thanks!
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  • Andres

    Hmm ok that's a shame - put int the suggestion  https://support.zendesk.com/hc/en-us/community/posts/6653763636762-Ability-to-include-side-convo-in-ticket-update

     

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  • Whitney S.

    benefit to using side conversation over internal notes?

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  • Andres

    Side convos can include external email addresses

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  • Peter Hochstrasser

    Hey @Whitney S.

    Side conversations can include literally anybody - your internal experts as well as involved 3rd parties. On their part, no license is required.

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