Michael Mallinson

We use side conversations extensively to deal with literal side conversations that spring up when either our customer or someone from our team needs to converse with a smaller subset of people involved in the main ticket. Having the content of the side conversation in the email notification would save time and steps, particularly when we're mobile and don't have access to the desktop browser app.

Hi Nicole - no worries! Quite honestly this would be very critical for us and the way we operate, as we have several teams within our department all using Zendesk, all using side conversations quite heavily since it allows us to communicate with non-agents separately from the requester and CCs in order to resolve tickets. We need to be able to make side conversations look as much like real emails as possible to maintain a professional appearance while communicating with other departments and the third parties we interact with.

Our first priority would be to allow the system-wide signature to be usable in side conversations as it's the easiest way to maintain a consistent look across all teams.

Our second preference would be to allow for markdown in the agent signature to work, and I can switch to copy/pasting the system-wide signature to the agent signature field - so far we don't have so many agents that it would be *too* unwieldy to manage.

If neither of those are possible, I would like to be able to disable signatures in side conversations across the board and we will have to copy/paste in a text signature. But that's a worst case scenario for us - either of the first two options are what we would really like.

Thanks!

Hi Nicole - is there any possibility to use system-wide signatures rather than individual profile based signatures? Or to just turn individual signatures *off* in side conversations?

Currently we use a system wide signature file with markdown that pulls the correct info from agent profiles and from combines that with brand marketing info for a coherent look, and allow the agents to use the profile signature field to add personal notes such as upcoming holidays, time off notices, etc. Right now, with Side Conversations, only the {{agent.signature}} field is being added which is very confusing given it has personal notes rather than any useful identifying info