To view side conversations in Zendesk, you can access them directly from the ticket interface. Simply open the context panel and click the Side conversations icon. If you don't have the Agent Workspace, you can click the Side conversations bar within the ticket. This will display a list of all side conversations associated with that ticket.
Once you have the list, you can double-click any side conversation to open it. This allows you to see all the messages exchanged in that particular side conversation. For more details, you can check the originalZendesk help article.
Replying to a side conversation in Zendesk is straightforward. Open the side conversation from the ticket interface, scroll up if you need to review earlier replies, and then add your response. You can update the list of recipients, attach files,…
Yes, you can add attachments to side conversations in Zendesk. When replying to a side conversation, you can select a file from your computer or include attachments that already exist in the ticket. Simply click the attachment icon and choose…
If you reply to a side conversation on a closed ticket in Zendesk, triggers won't be run on it, even if they have side conversation conditions. Closed tickets are locked and cannot be reopened or updated in any way. This means that while you can…
Ticket triggers in Zendesk can be set to send notifications when a side conversation is updated. However, replying to a notification email (not the actual side conversation) will add your reply as a public comment on the ticket. Zendesk advises…
Zendesk's side conversation composer is a rich text editor that offers various formatting options. For email and ticket side conversations, you have a full array of formatting tools because email supports full HTML display. For Slack side…