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Creating side conversations



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Amy Malka

Zendesk Documentation Team

Edited Jan 27, 2025


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26 comments

Hi!

This link is broken: Recommendations about side conversations.

Maria

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Hi again.

I found it but you have to fix it in this article:

Recommendations about side conversations

Maria

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Nicole Saunders

Zendesk Community Manager

Thanks for letting us know, Maria. We'll get that fixed ASAP!

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Aimee Spanier

Zendesk Documentation Team

Thanks, Maria. The link should be fixed now.

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Why won't a side coversation email send?

Is there an attachment file size limit to sending the side conversation email?  We use this feature often, but one email has not worked recently, and the only thing we can see different to the others is that it has large files.  3 files, with a combined size of ~62MB.. No error message is received.  It is being sent to only 2 people, who have both successfully received side conversation emails in the past.

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Christine

Zendesk Engineering

Hi Adam,

Email and web form attachment limits are as follows:
 
  • Email and web form attachments (meaning an inline and appended attachment) limit for a single file is 7 MB.
    The total of all email attachments cannot exceed 10 MB. When these limits are exceeded, Support will attempt to process the attachment as a linked attachment instead.
 
  • Linked attachment for a single file is 50 MB.
    If you try to attach a file that is larger than 50 MB, an error message will display and inform you that the file is too large. The attachment will be dropped, meaning it will not be attached to the ticket (as either an email or linked attachment).
 
For more information about attachment types, see About email attachments

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Thanks, @....  As I understand in the two examples, the email will still go through; however, if they are too large, the attachments will not.

The issue I'm experiencing is the email (from Side Conversation) looks like its sends, and I can see it in the ticket body, but the recipients do not receive the email at all.

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Christine

Zendesk Engineering

Hi Adam,

I created a ticket on your behalf, and continue to assist you from there. Kindly check your email for updates. Thanks!

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We have created a trigger & macro that initiates a side conversation for email however, in the To field we are populating it with a placeholder to the organization area.

ie.

{{ticket.organzation.custom_fields.xxxxxx}}

However, this is not expanding.  If we use any ticket.ticket ticket.assignee type placeholders those do expand.  Nothing in the custom org fields are retrievable, is this a limitation or not support thing we can use for email side converations.

 

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Hi Jason, 

You can make it work by using the correct placeholder. 

If it is for the email address for an example, you can use ticket.organization.custom_fields.<field_key>
 
Please, notice that you should not referencing it by ID, instead you need to use the field_key to get the To field populated.

For a drop down field type, you can use ticket.organization.custom_fields.<field_key>.title
 
More details about it on the following article:

Zendesk Support placeholders reference

I hope that helps.

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Hi Afabio,

Yes, I was able to ascertain that the user fields and org fields in placeholders use different id values.  We've resolved that issue now.

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Finding: Email based side conversations do not apply the same logic with attachments as normal tickets do. There is incorrect information above in this discussion.

If you attach a large file to side conversation, for example 40MB, it would be sent as normal email attachment, not link. Now depending on the receiving email service, you may or may not receive a rejection email due too large size of the email. 

Therefore it might look like your message was not sent, as receiver does not get it, and you do not get rejection back, but message was sent, just not delivered.

I reviewed a couple of cases we experienced with Zendesk support, and they verified, that is the case with large attachments. It is by design, at least for now.

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Is it possible to change the email address that the side conversation gets sent from within Zendesk?

 

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Paolo

Zendesk Engineering

Hi Lenora,
 
You can use the Select an Address app to achieve this. However, since the side conversation is dependent on which email address was used for the parent ticket, it will affect the parent ticket as well. Basically, the email address used in the parent ticket will always be the same as the side conversation.

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Is it possible to delete an incorrect email address from the list that pops up when you start typing in the To: box? Someone left a letter out once, and now it's an option for the entire team forever. Can we remove it?

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Dane

Zendesk Engineering

Hi Kate,
 
End-users will be automatically populated to the Side Conversation > Email > To. To remove it, you just need to delete that user.

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That worked - thanks so much, Dane!

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Can someone clarify this sentence for me: 


"Any time someone creates a side conversation, a notification appears in the Zendesk Support interface for 60 seconds."

 

Is this for the agent who created the side conversation, the agent receiving the side conversation, or both?

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Destiny

Zendesk Customer Care

Hello Hannah, 
 
Thank you for your question. The system is configured such that notifications for side conversation comments within the Support UI are sent out to both the person who made the request and the assigned individual after 60 seconds. I trust this resolution will prove to be helpful to you.

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how can i change the from address of the side conversation

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Destiny

Zendesk Customer Care

Hello Devadasu Yasasvi Raman,
 
The notifications for side conversations are sent from the support address linked to the main ticket where the side conversation was initiated. If you're looking to select a specific 'from' address for these notifications, you might want to consider the "Select an Address" app. This app provides the ability to specify the email address from which your side conversation notifications will be sent.
 
For more detailed information, please visit the following link: https://support.zendesk.com/hc/en-us/articles/4408844206746-About-side-conversations?page=4.

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Shawna James

Community Product Feedback Specialist

Hey Андрей, thank you for your feedback here. I have raised this to our documentation team for further review. Thanks again!

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Hi, I was using macro for side conversation where I have used subject line with 900 characters using some placeholders and if-else logic to send email to backoffice team. I am trying to add one more field in subject line and then observed that it's not allowing me to use more than 256 characters in subject. This has a severe impact on my solution. Please suggest how can I achieve the same. 

 

Thanks

Saurabh

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We expected the side conversation > email functionality to work similar to a side conversation > Slack where a response on the Slack thread reopens the ticket. Does this not work the same? 

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Michael B.

Zendesk Luminary

Hi team!

 

We heavily use Messaging, but there is a known limitation when adding ticket comments to the side conversations:

“You can't add ticket comments to a side conversation from tickets created from messaging or social channels.”

 

Can we please look at implementing this feature in the future?

 

Thank you!

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Hello, was the update to the Side Conversation context panel rolled out? My team and I are just seeing this update after refreshing Zendesk and didn't know it was coming.  The feedback I've received is when applying a macro template to the side coversation, they now have to expand the comment box. Before it showed in the middle of the ticket and they did not have to expand it. 

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