How to Create Email Side Conversations in Zendesk
How do I create an email side conversation in Zendesk?
Creating an email side conversation in Zendesk is straightforward. In the Agent Workspace, you can start by opening the context panel and clicking the Side conversations icon, then the plus sign (+). If you're using the standard agent interface, click the Side Conversations plus sign (+) in the upper-left of a ticket.
Once there, select 'Email', enter the recipients, subject, and your message. You can also add attachments from your computer or existing ticket comments. Remember, email side conversations can be sent to up to 100 recipients, with a maximum of 48 being non-agents. For more details, check out the originalZendesk article.
More related questions
Can I create side conversations using the Zendesk mobile app?
Unfortunately, side conversations are not supported on the Zendesk Support mobile app. You cannot create, view, or reply to side conversations using the mobile app. However, you can still use the email client on your mobile device to receive and…
What happens if someone replies to a side conversation on a closed ticket?
When someone replies to a side conversation on a closed or archived ticket, triggers won’t be run on it, even if they include side conversation conditions. Instead, a follow-up ticket is automatically created. This ensures that the conversation can…
How can I add ticket comments to a side conversation?
You can include one or more ticket comments as part of a side conversation to avoid copying and pasting information. To do this, locate the comment you want to include on a ticket, then select 'Forward via email' from the options menu. A side…
What are the limitations of adding ticket comments to side conversations?
There are a few limitations when adding ticket comments to side conversations. You can't include call recordings when adding ticket comments, as they aren't supported in side conversations. Additionally, you can't add ticket comments to a side…
Can I use macros to create side conversations in Zendesk?
Yes, when the side conversation feature is enabled, macro actions are available that allow you to create side conversations in a ticket. There is a macro action for each side conversation channel option you have, such as email, Slack, or child…
What are the attachment limits for side conversation emails?
When sending side conversation emails, there are specific attachment limits to keep in mind. The limit for a single file is 7 MB, and the total of all email attachments cannot exceed 10 MB. If these limits are exceeded, Support will attempt to…
How can I change the 'from' address for side conversation emails?
To change the 'from' address for side conversation emails, you can use the 'Select an Address' app. However, it's important to note that the side conversation is dependent on the email address used for the parent ticket. This means that changing…
How do notifications work for side conversations in Zendesk?
When a side conversation is created, a notification appears in the Zendesk Support interface for 60 seconds. This notification is sent to both the person who made the request and the assigned individual. This ensures that both parties are aware of…
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