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Using Side Conversations to Link Tickets in Zendesk

Discover how side conversations in Zendesk can help link tickets by creating separate but connected communications.

What are side conversations in Zendesk and how do they help link tickets?

Side conversations in Zendesk allow you to create separate communications linked to the original ticket. This feature is available on Suite Professional plans and above.

With side conversations, you can initiate a new Support ticket, Slack post, or email that remains associated with the original ticket. This is particularly useful for handling complex issues that require input from different teams or external partners. For more information, check out the article onAbout side conversations.


More related questions

How can I link problem and incident tickets in Zendesk Support?

You can link problem and incident tickets in Zendesk Support using the ticket type field. This method is particularly useful for managing service incidents or when multiple tickets are related to a common issue. To do this, set the 'parent' ticket…

How can I use Marketplace apps to link tickets in Zendesk?

Marketplace apps like the Linked Ticket app offer solutions for linking tickets in Zendesk. These apps allow you to create a child ticket from an existing parent ticket, effectively linking the two. This functionality is beneficial when there are…

Can I automatically link new tickets to existing ones using the Zendesk API?

Yes, you can use the Zendesk API to automatically link new tickets to existing ones by setting specific tags. This method involves using the same tags that apps like Linkets use to establish relationships between tickets. To maintain a…

What should I do if linked tickets don't display immediately in the Linkets app?

If linked tickets don't display immediately in the Linkets app, it might be due to a lag in Zendesk's search API. This delay can cause linked tickets to not appear right away. To resolve this, try refreshing the page after a few seconds. The linked…

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