Side conversations are spaces in a ticket where agents can have a side conversation with a specific group of people, or discuss a specific area of concern or course of action. You can use them to organize information about a ticket.
Advantages of using side conversations
Problems often consist of multiple parts, and solving them often consists of conversations with different people. It gets confusing for everyone involved when all of the questions and answers are mixed together in one place without any kind of organization.
For example, let’s say you need to discuss something with your Legal team, but don’t need or want other people involved.
- Find, organize, and manage information about a specific part of an issue
- Have a conversation with the right people
- Find specific questions, answers, and replies. Ensure conversations happen outside of the main conversation with the requester
- Have multiple standalone conversations that are separate from each other
- Get outside help without pulling others into the main ticket directly
Recommendations about side conversations
- The assignee should create and manage side conversations in the tickets they're responsible for. This allows administrators to create triggers based on the assignee role, and enables easier handoff between agents.
- Set up triggers to take advantage of the side conversation event conditions to fully integrate them into your workflows and to keep agents on top of the activity within them. See Setting up trigger conditions for side conversations.
- Create trigger conditions for side conversations to make sure that assignees know when a side conversation is created, closed, replied to, and reopened. Without them, the agent assigned to the ticket (ideally, this person is also the creator of the side conversation) may have a hard time knowing what’s going on with a particular issue.
- Remember that the creator of the side conversation doesn't automatically receive email replies to side conversations. That’s not the default behavior. Also sending side conversations to your own support address is not supported and will result in those side conversations ending up in the Suspended tickets view.
About side conversation channels
When you create a side conversation, you can choose to have the side conversation in one of these channels:
- Email: Creates an email-based side conversation (see Creating side conversations).
- Microsoft Teams (if enabled): Creates a Microsoft Teams-based side conversations (see Using Microsoft Teams in side conversations).
- Slack (if enabled): Creates a Slack-based side conversation (see Using Slack in side conversations).
- Ticket (if enabled): Creates a side conversation child ticket
(see Using side conversation child
tickets).Note: Side conversation child tickets can be routed by omnichannel routing. See About omnichannel routing with unified agent status.
In the Agent Workspace, side conversations are created from the context panel. In the standard agent interface, side conversations are created from Side conversations at the top of the ticket conversation pane.
|Agent Workspace||Standard agent interface|
About support addresses used to send side conversations
Side conversation notifications are sent from the support address associated with the ticket that the side conversation is on (for example, email@example.com). If you have multiple brands and support addresses, side conversation notifications come from each of your support addresses (for example, firstname.lastname@example.org).
Optionally, you can use the Select an Address app to control the email address that side conversation notifications are sent from. For example, the app allows you to change the default support address associated with a ticket.
If you have internal email routing rules (for example, in Microsoft Exchange), we recommend that you include references to each of your unique support addresses. Otherwise, email notification for side conversations will not be routed correctly. Check your allowlists and blocklists.
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.
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.
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 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.
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
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:
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.
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?
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!
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:
This should be integrated with Microsoft Teams
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!
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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