Creating side conversations using email Follow

If enabled by Admin, agents and light agents can create side conversations.

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.

Any time someone creates a side conversation, a notification appears in the Zendesk Support interface for 60 seconds.

Side conversations must be enabled by an administrator.

How to create a side conversation

1. From the upper-left portion of a ticket, click the plus sign (+) next to Side Conversations.

   

2. Enter the recipients, a subject, your message, and add attachments. You have these options:
   • For agents (and light agents) that are already in the system, type their name. When you see the person you are looking for, click their name. Address autocomplete for agents and light agents include a badge to show they are agents.

     

   • For everyone else, enter their email address. You only have to type or paste the full email address once. The next time you initiate a side conversion with that person, the address will autocomplete.
   • An email address highlighted in red has incorrect formatting and needs to be corrected.
   • 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.

     

     Tip: Instead of downloading ticket attachments to your computer to include them in a side conversation, you can add attachments directly from the ticket.
3. Click the Send button.