Can't find where to enable side conversations on Settings - Tickets menu

Answered

5 Comments

  • Chandra Robrock
    Community Moderator

    Hey Mariela - The first thing to note is that Side Conversations can only be enabled by an Administrator.

    If you're already an Administrator in Zendesk, would you mind confirming what Zendesk plan you're on? It's possible that you're on a plan that does not include access to Side Conversations.

    You should be able to confirm what plan you're on by navigating to Admin Center > Billing Details.

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  • MMENDOZA

    Thanks, Chandra. I'm an Administrator and we're on the Professional plan

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  • Chandra Robrock
    Community Moderator

    If you're on one of the current Zendesk Suite Professional plans, you should have access to this feature.

    However, if you're on one of Zendesk's legacy Professional plans (i.e. a Professional plan purchased prior to 1/21/21), this feature would only be available if your team had purchased the Collaboration add-on.

    Within my own instance, I see 'Zendesk Suite' listed under the 'Products' column to help confirm that I'm on a current Zendesk Suite plan. Do you also see 'Zendesk Suite' listed under the 'Products' column on the Admin Center > Billing Details page? 

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  • MMENDOZA

    This is the column you are referring to? No, I don't see Zendesk Suite. 

    I'd expect to be on the latest version since we purchased our licenses at the end of June, 2021. 

     

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  • Chandra Robrock
    Community Moderator

    Helpful - thank you! Since you don't see Zendesk Suite listed in the Products column and you mentioned that you purchased this plan recently, it sounds like you're on a foundational Support Professionals plan instead of a Suite Professionals Plan.

    Based on what I see listed on Zendesk's Plans page for the foundational Support Professionals plan as well as the plan availability header listed at the top of Zendesk's Side Conversations help article, it doesn't look like this feature would be included on your current plan, which would explain why you aren't seeing this option. Typically, you'd see two different headers if it were included on at least one Zendesk Suite plan and at least one Zendesk Foundational plan, similar to this help article

    Really sorry I don't have better news for you here, but I'd definitely recommend reaching out to your Account Manager if you'd be interested in exploring other plan options. 

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