Side conversations

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  • Brett - Community Manager
    Zendesk Community Team

    Hey Andrea,

    I reached out to one of our Product Managers and it looks like this is actually expected behavior. The side conversation will not include any ticket information by default.

    When using side conversations there should be a button that you can select to include ticket comments. You can also use macros that will auto-populate a template when starting a side conversation. More information in our Using macros to start side conversations article which I've linked for you.

    I hope this helps!

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