Using Macros to Create Side Conversations
Can I use macros to create side conversations in Zendesk?
Yes, when the side conversation feature is enabled, macro actions are available that allow you to create side conversations in a ticket. There is a macro action for each side conversation channel option you have, such as email, Slack, or child ticket.
For example, you can create a side conversation macro for Slack by choosing a Slack channel to send the message to. For child ticket side conversations, you select a group to assign to the macro-generated side conversation child ticket. This feature streamlines the process of starting side conversations.
More related questions
How do I create an email side conversation in Zendesk?
Creating an email side conversation in Zendesk is straightforward. In the Agent Workspace, you can start by opening the context panel and clicking the Side conversations icon, then the plus sign (+). If you're using the standard agent interface,…
Can I create side conversations using the Zendesk mobile app?
Unfortunately, side conversations are not supported on the Zendesk Support mobile app. You cannot create, view, or reply to side conversations using the mobile app. However, you can still use the email client on your mobile device to receive and…
What happens if someone replies to a side conversation on a closed ticket?
When someone replies to a side conversation on a closed or archived ticket, triggers won’t be run on it, even if they include side conversation conditions. Instead, a follow-up ticket is automatically created. This ensures that the conversation can…
How can I add ticket comments to a side conversation?
You can include one or more ticket comments as part of a side conversation to avoid copying and pasting information. To do this, locate the comment you want to include on a ticket, then select 'Forward via email' from the options menu. A side…
What are the limitations of adding ticket comments to side conversations?
There are a few limitations when adding ticket comments to side conversations. You can't include call recordings when adding ticket comments, as they aren't supported in side conversations. Additionally, you can't add ticket comments to a side…
What are the attachment limits for side conversation emails?
When sending side conversation emails, there are specific attachment limits to keep in mind. The limit for a single file is 7 MB, and the total of all email attachments cannot exceed 10 MB. If these limits are exceeded, Support will attempt to…
How can I change the 'from' address for side conversation emails?
To change the 'from' address for side conversation emails, you can use the 'Select an Address' app. However, it's important to note that the side conversation is dependent on the email address used for the parent ticket. This means that changing…
How do notifications work for side conversations in Zendesk?
When a side conversation is created, a notification appears in the Zendesk Support interface for 60 seconds. This notification is sent to both the person who made the request and the assigned individual. This ensures that both parties are aware of…
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