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What is the difference between the 'Collaboration add-on' and 'Linked ticket App'
Answered
Posted Mar 17, 2021
Hi our team is looking to add some functionality to have a side conversation about a ticket. In my process of looking around I have come across two options. The [Collaboration add-on] and the [Linked Ticket App].
Are theses two things different or the same? What are the pros and cons? Is there a cost involved? If they are different, how are they different?
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Chandra Robrock
Hi @... - The Collaboration Add-On is different than the Linked Tickets app.
You can learn more about the Collaboration features here: https://support.zendesk.com/hc/en-us/articles/360001487448-Collaboration-overview. Whether you would have access to these features would be dependent on your plan so I'd recommend reaching out to Zendesk's team if you have any specific questions regarding your plan or pricing options for upgrading.
I think you might be asking how the Side Conversations (included with the Collaboration feature set) is different from the Linked Tickets app, correct?
If so, Side Conversations enables you to bring in other people from internal and external teams to collaborate on tickets without interrupting the main conversation flow within the ticket. For instance, at my company, we use Side Conversations to chat with our colleagues in Engineering in Slack without needing to bounce between Zendesk & Slack constantly. We can manage that Slack conversation directly through the Zendesk UI while our colleagues in Engineering can chat with us in Slack without going to the Zendesk UI.
The Linked Tickets app is a free app that you can download from the Zendesk Apps Marketplace. It lets you "link" two different tickets together to help your agents know that these two tickets are related. For instance, let's say you need to reach out to a third party regarding a ticket, you could spin up a new ticket via the Linked Ticket app and this new ticket would be "linked" to the other ticket. You can go here to learn a bit more: https://www.zendesk.com/apps/support/linked-ticket.
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