Creating side conversations

Return to top

21 Comments

  • Maky

    Hi!

    This link is broken: Recommendations about side conversations.

    Maria

    1
  • Maky

    Hi again.

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

    Recommendations about side conversations

    Maria

    0
  • Nicole Saunders
    Zendesk Community Manager

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

    0
  • Aimee Spanier
    Zendesk Documentation Team

    Thanks, Maria. The link should be fixed now.

    0
  • Adam Brown

    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.

    0
  • 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
    0
  • Adam Brown

    Thanks, Christine.  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.

    1
  • 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!
    0
  • Jason Wong

    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.

     

    0
  • Afabio Junior
    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.
    0
  • Jason Wong

    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.

    0
  • Arno (EMEA Partner)

    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.

    0
  • Nora

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

     

    0
  • 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.
    0
  • Kate Collardson

    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?

    0
  • 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.
    1
  • Kate Collardson

    That worked - thanks so much, Dane!

    0
  • Hannah Lucid

    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?

    0
  • 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.
    0
  • Devadasu Yasasvi Raman

    how can i change the from address of the side conversation

    0
  • 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.
    0

Please sign in to leave a comment.

Powered by Zendesk