Restrict Contacts in Zendesk Side Conversations
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 agents to use these macros instead of initiating new side conversations. This helps control who agents can contact, but it's not a perfect solution. For more information, you can refer to the Zendesk documentation on creating email side conversations.
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…
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…
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…
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