Purpose of Side Conversations in Zendesk
Discover the purpose of side conversations in Zendesk. Learn how they facilitate internal communication while keeping discussions private.
What is the purpose of side conversations in Zendesk?
Side conversations in Zendesk are designed for internal communication, allowing team members to discuss ticket-related matters without involving the main ticket requester. These conversations are only visible to the child ticket recipients, such as the side conversation requester and any CCs or followers.
This feature helps teams collaborate effectively while keeping sensitive or internal discussions private from the original ticket requester.
More related questions
Are side conversation emails visible to the requester in Zendesk?
No, side conversation emails in Zendesk are not visible to the requester of the main ticket. These emails are meant for internal communication and are only accessible to the recipients of the child ticket, including the side conversation requester…
Who can see side conversation emails in Zendesk?
Side conversation emails in Zendesk are only visible to the recipients of the child ticket. This includes the side conversation requester and any CCs or followers, ensuring that the original ticket requester does not have access to these…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
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Zeffy
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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