Private Side Conversations in Zendesk
Is it possible to have private side conversations in Zendesk?
In Zendesk, side conversations are not private to the extent that they can be hidden from other agents or light agents. All agents with access to a ticket can see its side conversations.
If you need to have a truly private conversation, you would need to manage agent permissions carefully, ensuring that only the intended participants have access to the ticket. However, this does not prevent other agents from seeing the side conversation if they have access to the ticket.
More related questions
How can I prevent agents from starting and replying to side conversations in Zendesk?
To prevent agents from starting and replying to side conversations, you need to disable the permission for their custom roles. This is essential if you want only certain agents, like advanced ones, to handle external communications. To do this, go…
Can I restrict visibility of side conversations to certain agents in Zendesk?
Unfortunately, there is no setting in Zendesk that restricts the visibility of side conversations to certain agents. All agents can see side conversations on a ticket, even if they can't start or reply to them. This means that while you can control…
Why can't some agents reply to side conversations in Zendesk?
If some agents are unable to reply to side conversations, it is likely due to their role permissions. The 'Contribute to side conversations' permission must be enabled for their role. To check and update this, go to the Admin Center, navigate to…
Can I restrict who can be contacted via side conversations in Zendesk?
Currently, Zendesk does not offer a built-in feature to restrict who can be contacted via side conversations, such as whitelisting specific domains or email addresses. A workaround is to set up macros addressed to specific email addresses and train…
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