Reply to side conversations from the Zendesk Support interface rather than from one of the email notifications generated by side conversations.
When someone replies to a side conversation notification created by a trigger, the reply becomes a public reply on the ticket, not a reply to the side conversation. This means that they are replying to everyone on the ticket, including any customers on the ticket, instead of a limited subset of people in a side conversation. This is especially important if your side conversations include sensitive information. Generally speaking, it’s a just a good idea to know who you're replying to.
Recipients of a side conversation can reply through email, just as they would to any other email. Side conversations retain the original formatting of incoming emails. The assignee on the ticket can also reply to a side conversation through the ticket from the Zendesk Support interface. Regardless of how a response was sent, it appears in the ticket for the assignee.
The people on a side conversation can be inside or outside of your organization.
You can create side conversations on open or closed tickets. If someone replies to a side conversation on a closed ticket, triggers won’t be run on it even if they have side conversation conditions.
To view and reply to a side conversation
- From the bottom portion of the ticket, click the View side conversation button for the side conversation you are interested in.
- Click the Side Conversations bar to see a list of side conversations. Click the one you are interested in.
- Scroll up to review earlier replies in the side conversation, if needed.
The conversation opens to the first unread reply for the agent viewing conversation. The most recent replies appear at the bottom of the side conversation.
- Update the list of recipients (if needed), add your reply and attachments, and then click Send.
Each message has its own set of recipients, which can be edited at reply time.
When you add attachments, you can select a file from your computer or include one or more attachments that already exist in the ticket. Click the attachment icon () and select From computer or From ticket.
If you changed your mind and don’t want to send the message, click the delete icon (). The delete icon () does not delete the entire thread. Once you start a thread, you cannot delete it.
All of the recipients on the side conversation receive an email notification with your message. The message being replied to is included as quoted content on outgoing emails.
This notification doesn’t automatically include the assignee of the ticket or the creator of the side conversation. See Recommendations about side conversations.
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