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.
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
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
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.
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?
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.
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?
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.
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...
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.
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
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.
I have a problem with my side conversations; if my parent ticket is closed but I get a reply on my side conversation I have no information that I get an answer on that side conversation as the parent ticket is closed.
How could I make to create a new ticket to the group informing that there is an answer on the side conversation of a closed ticket?
Hi, After 2+ years of using Zendesk, I have just realized if the agent does not mark the side conversation as *Done* and the ticket is Solved then Closed, it does not place the side conversation as *Done*.
1. Does the side conversation not being closed impact any reporting within Explore? (assume not, however, I want to confirm)
2. What is the impact to the ticket of not marking the side conversation as *Done*? Or what is the advantage/disadvantage of keeping side conversations as not *Done*? It seems like the ticket will not reopen unless you have a trigger stating to reopen the ticket.
3. Can I create a view to show what tickets have side conversations that are not *Done* yet are Closed? And if so, can I do a bulk update to change the status of Side Conversations to *Done*?
when the agent click 'mark done', the side conversation ticket does not set to 'solved'
what is the purpose of this action 'mark done' then? Seems like this does not help at all unless it will 'solved' the child ticket automatically.
I understand that you would like to know the function of the "Mark Done" button in the side conversation. This button is used to close a side conversation - though closing a side conversation will not have a direct impact on the child ticket. Using this button is really not necessary unless you have a trigger created to change the status of the parent ticket when a side conversation was closed/ marked done.
You can also check this article for more information: https://support.zendesk.com/hc/en-us/articles/4408832448410-Setting-up-triggers-for-side-conversations#topic_cs5_j4f_xsb
I hope this helps!
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