Closing and reopening side conversations does not result in any additional email messages (for example, via triggers) to people on the side conversation. And any time someone closes or reopens a side conversation, a notification appears in the Zendesk Support interface for 60 seconds.
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Closing side conversations
Closing a side conversation changes the status of the side conversation (not the status of the ticket) to Done. It doesn't prevent people from adding new replies. This is because your customers may have additional questions or comments later, even after the side conversation has been closed.
Status information associated with a side conversation is meant only to help the agent. It is not for the benefit of the end user or other people on the side conversation.
To close a side conversation
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Open the side conversation.
- Click the Mark done button.
The side conversation status changes to Done.
Reopening side conversations
Agents can reopen a closed side conversation, if needed. They can decide for themselves whether a reply to a closed side conversation requires reopening the side conversation.
To reopen a side conversation
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Open the side conversation.
Note that the side conversation is labeled Done.
- Click the Reopen button.
The side conversation reopens and no longer includes the Done label at the top of the side conversation.