| Suite | Professional, Enterprise, or Enterprise Plus |
| Support with | Collaboration add-on |
快速查看： 管理中心 > 工作区 > 专员工具 > 协作快捷对话
协作快捷对话是工单中的空间，专员可在其中与特定的人员组进行单独的对话，或讨论特定的关注领域或行动方案。协作快捷对话与主工单讨论串分开存储，可能包括没有帐户访问权限的用户。可用于组织工单相关信息。请参阅关于协作快捷对话。
管理员可以激活和取消激活协作快捷对话。它们默认处于取消激活状态。管理员还可以配置协作快捷对话在 背景信息面板中的显示方式。
协作快捷对话仅在Zendesk Suite中可用。在Support中不可用。
相关文章：
激活和取消激活协作快捷对话
- 在 管理中心，单击
侧栏中的 工作区 ，然后选择 专员工具 > 协作快捷对话。 - 选择 打开子工单。这样专员可以创建协作快捷对话子工单，并将其分配给特定专员或组。请参阅 使用协作快捷对话子工单。
您可以了解更多关于子工单的设置。请参阅 配置协作快捷对话子工单设置。
- 选择 在主要对话之外启用电邮 ，可从电邮使用协作快捷对话。
有关通过电邮使用协作快捷对话的信息，请参阅 在工单中使用协作快捷对话。
- 选择 打开Microsoft Teams中的协作快捷对话 ，使协作快捷对话在Microsoft Teams中可用。
要在Microsoft Teams中使用协作快捷对话，您还必须安装适用 于Microsoft Teams的 Zendesk 最新版本。请参阅 在协作快捷对话中使用Microsoft Teams。
- 选择 在Slack中打开协作快捷对话 ，可从Slack访问协作快捷对话。
要将Slack 的协作快捷对话用于 ，您还必须安装最新版本的 用于Zendesk Support 的Slack。请参阅 在协作快捷对话中使用Slack。
- 在 背景信息面板下，选择如果您希望背景信息面板中显示工单讨论串数量 ，打开协作快捷对话视图 。此选项打开后，即使您不在专员工作区的协作快捷对话面板中，也会显示协作快捷对话数量。
- 单击保存。
协作快捷对话激活后可供所有专员使用。在 Enterprise 服务模式中，您可以通过 创建自定义用户角色，控制对协作快捷对话的访问。
建议为协作快捷对话设置触发器条件，将其完全整合到您的工作流程中，并使专员了解其中的活动。请参阅 工单触发器条件和操作参考。
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38 条评论
Ivan Miquiabas
Thanks for reaching out! Can you clarify what steps are you referring to? Are you referrin to Activating Side-conversation to your account? Can you send a screenshot of your admin settings here:
Cheers!
0
Rasha Hassoun
Hi Zendesk I follow all the steps and I'm an admin and its still not set
0
Jupete Manitas
If this is a customer in your support instance then there is no specific way yet in the side conversation functionality to exclusively remove end-users from the side conversation "To" when writing an email. It will search all email address or users' name if matches since users outside the organization can be sent a side conversation email. However, there is this option 'Finding and deleting users created by side conversations' if this will suffice for now.
But you can post a product feedback here General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. Thank you!
0
Joe
Hi, We are having an issue when using side conversations, one of our agents accidentally sent the conversation to a customer rather than the intended recipient, this was because their names were the same, and when the agent typed their name it the selected the customer email.
Is there a way to remove all of the emails to ensure the email has to be typed fully ?
0
Elaine
It looks like you still need to get the Collaboration add-on in order to enable the Side conversations on your account. Please reach out to your Account Executive directly for this feature to be added to your account. Stay safe!
0
Dora
Hi Zendesk,
We have an Enterprise account and I'm not seeing the option to enable side conversations, would this be something to direct to my account rep? Below is a screenshot of what I see from my Tickets Settings.
0
Florian - SEIF Partner
Les conversations annexes sont aujourd'hui indéniables à la collaborations entre services, partenaires, prestataires, et permettent de centraliser les échanges au sein d'une mêle conversation. il y a de nombreuses possibilités sur leur usage, que nous avons détaillés sur cette vidéo, n'hésitez pas à nous laisser vos commentaires et questions pour doper votre usage de Zendesk !
0
Dane
If you are certain that they have indeed sent a reply and it's not in your suspended views. Ask them for the Message-ID of the reply they sent and contact support directly to investigate further.
0
Eugenio Mejia
It looks like now when you click Forward via email, the content is not automatically included. Can we bring this back?
0
Anton Verhelst
When I start a side conversation with another Support instance, I don't get any replies on the side conversation. How can I fix this?
(Ticket sharing is not an option in this example)
0
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