Plan requirement
| Subscription | Suite Professional or higher |
| Access | Admin |
Switching side conversations on, choosing which types agents may start, and the address replies come from.
Turn them on
- Open Admin Center, then Workspaces, then Agent tools > Side conversations.
- Switch on the types you want, each its own setting: Turn on emails outside the main conversation, Turn on child tickets, and Turn on side conversations in Microsoft Teams.
- Save.
Slack has no switch here. It arrives with the Slack for Zendesk Support app, and you need the latest version of it.
Which address they come from
Side conversation emails are sent from an address associated with your account, and the recipient replies to that. It is worth checking what an external supplier sees, because a message from an unfamiliar address is a message that gets ignored or reported as spam.
Connecting Slack or Teams
Teams is a switch on this page; Slack is an app you install. Once connected, an agent can start a thread in a channel and the replies come back onto the ticket. Useful where the people you consult live in chat rather than email.
Restricting who can start them
Agents can be prevented from starting or replying to side conversations through their role, which means a custom role, which means Enterprise. On the plans below it the choice is the whole account or nobody. Check this before you promise an outsourced team they will be kept away from your suppliers.
Tell people what to expect
Suppliers receiving a side conversation for the first time often assume it is automated. A short, human first line and a signature go a long way, and that is a habit rather than a setting.
Comments
0 comments
Article is closed for comments.