Andrew Branscombe

We are also highly interested in this functionality.

Similar to the above, our service team works with third party vendors to order products and like to keep conversations with these third parties as side conversations in the ticket. Updates to these conversations do not always get replied to in a ‘proper’ way such that zendesk can automatically know it's related to the side conversation.

It would be good to be able to merge into a side converstation, potentially first selecting the main ticket that you want to merge into, and then selecting whether you want to merge as a side converstation, and if yes, provide a choice of merging into existing side conversations on the ticket, or creating a new side conversation for it.

This would help massively in managing conversations on tickets that require collaboration with multiple parties - especially when those parties have their own ticketing systems that tend to create new tickets rather than automatically get added as a conversation.