Recommendations for Using Side Conversations
What are the recommendations for using side conversations?
To get the most out of side conversations, it's recommended that the assignee create and manage them in the tickets they're responsible for. This allows for easier handoff between agents and enables administrators to create triggers based on the assignee role.
Setting up triggers for side conversations can help integrate them into your workflows and keep agents informed about activity within them. It's also important to note that the creator of a side conversation doesn't automatically receive email replies, and sending side conversations to your own support address is not supported.
More related questions
What are side conversations in Zendesk?
Side conversations in Zendesk are spaces within a ticket where agents can have separate discussions with specific groups of people or focus on particular issues. They help organize information about a ticket. These conversations are useful for…
How can I activate side conversations in Zendesk?
To use side conversations in Zendesk, they must be activated by an administrator. Once activated, agents can create and manage these conversations within their tickets. It's important to note that side conversations are not supported on the Zendesk…
What are the advantages of using side conversations?
Side conversations offer several advantages, such as organizing and managing information about specific parts of an issue and having conversations with the right people without cluttering the main ticket. They allow for multiple standalone…
What channels can be used for side conversations?
Side conversations in Zendesk can be conducted through various channels, including Email, Microsoft Teams, Slack, and Ticket (if enabled). Each channel offers a different way to communicate and manage side conversations. In the Agent Workspace,…
How are side conversation notifications sent?
Side conversation notifications are sent from the support address associated with the ticket. If you have multiple brands and support addresses, notifications will come from each of your support addresses. It's important to include references to…
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