Understanding Ticket Triggers with Side Conversations
How do ticket triggers work with side conversation replies in Zendesk?
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 against setting up triggers for side conversation notifications because replies to these notifications are sent to everyone on the ticket, not just the side conversation participants. This is crucial if your side conversations contain sensitive information. Always reply within the side conversation to keep it private.
More related questions
How can I view side conversations in Zendesk?
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…
How do I reply to a side conversation in Zendesk?
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,…
Can I add attachments to side conversations in Zendesk?
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…
What happens if I reply to a side conversation on a closed ticket?
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…
What are the rich text editing options in Zendesk side conversations?
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…
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