Closing and reopening side conversations

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8 Comments

  • Anna

    Hi, I solved a ticket which had a side conversation. After the ticket was solved, the person on the side conversation replied to the email, but I didn't receive any notification for this reply nor email! I saw the reply incidentally because I needed to check something on that ticket days after it was solved. Are side conversations intended to work this way? 

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  • Christine
    Zendesk Engineering
    Hi Anna,

    The default behavior for side conversations is that the assignee on the ticket doesn’t receive emails, but they do see temporary, in-product notifications. If you want the assignee to get emails about side conversations, you need to use triggers.

    You can create trigger conditions for side conversations so that assignees know when a side conversation is created, closed, replied to, and reopened. Without them, the agent assigned to the ticket (who, ideally, is also the creator of the side conversation) may have a hard time knowing what’s going on with a particular issue.
     
    Here’s an example about notifying ticket assignee when side conversations are replied to:

     

    You may also refer to Setting up triggers for side conversations for more detailed information.
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  • Caitlin Whitney

    Hello,  If an end user replies to a closed side conversation, will it automatically be reopened?  Or is it possible that a side conversation can be "replied to" and still remain closed?

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  • Dane
    Zendesk Engineering
    Hi Caitlin,
     
    If the side conversation was created via email, the recipient will still be able to respond even the parent ticket associated with it is already on "Closed" status.
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  • Caitlin Whitney

    Thanks Dane.  Do you know if there is a way to have the side conversation automatically reopen with reply?  We are using the "Mark Done" button to indicate to the rest of the team that a reply on a side conversation is read and actioned, but we lose this indicator for 2nd replies on already-closed side conversations.  Would love to trigger the side conversations to reopen with every reply so our "Mark Done" button comes back, but I can't figure out how to do this...

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  • Dane
    Zendesk Engineering

    Hi Caitlin,

    If the parent ticket is already closed and the side conversation was created via email, triggers can no longer be used. 

    However, I have tested it on my end and when a side conversation with a closed parent ticket received a reply it will create a new ticket to continue the conversation. This is where you can start using your triggers.

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  • Laura Herrera

    Hello, 

    I would like to know if it's possible to email the assignee when more than one side conversation have been created for the same ticket 

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  • Gab Guinto
    Zendesk Customer Care
    Hi Laura,
     
    There's no native option for this, but a workaround is to tag tickets via a trigger when a side conversation is created (via this condition). Then, you can create another trigger that fires to send an email notification to the assignee when a side conversation is created on a ticket already containing that tag. 
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