Plan requirement
| Subscription | Suite Growth or higher, Support Professional or higher |
| Access | Agent |
A side conversation is a separate thread hanging off a ticket, for asking a supplier or colleague without the customer seeing it.
What it is for
Half of support work involves asking somebody else something. Before side conversations, agents did that by forwarding from their own mailbox, which meant the answer lived somewhere Zendesk could not see and nobody else could find.
A side conversation keeps that exchange attached to the ticket, visible to any agent, and invisible to the customer.
Where it can go
- Email, to anyone at all. The most used.
- A child ticket, when the other party is another team using the same Zendesk.
- Slack or Microsoft Teams, where those are connected.
Side conversation or internal note
An internal note is a remark to colleagues on the ticket. A side conversation is a genuine exchange with someone, usually outside the ticket.
The test is whether you expect a reply from a specific person. If yes, a side conversation keeps the question and the answer together. If you are just recording something for whoever picks it up next, a note is lighter.
What the customer sees
Nothing. Not the existence of it, not the participants, not the content. That is the point, and it is worth being confident about because it changes how freely agents use it.
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