Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Agent |
Yes, to a point. Enough to answer whether side conversations are helping or quietly adding delay.
What is available
- How many tickets have side conversations.
- How many per ticket.
- Which groups or agents use them.
What is not
The content, and detailed timing inside the side conversation. As with comments, free text is not something Explore groups by.
The comparison worth making
Resolution time for tickets with a side conversation against those without, for similar work. Side conversations exist to get an answer from somebody else, and the honest question is whether that is faster than the alternative.
Often it is. Sometimes it is where tickets go to wait for a colleague who never replies.
Watch for the ones that stall
A ticket with an open side conversation and no movement for days is waiting on a third party nobody has chased. That combination is worth a view, not just a report.
Who uses them tells you something
Heavy use by one group usually means they depend on another team to finish their work. That is a process observation, and it is more useful than the count itself.
If you need more detail
Tag the ticket when a side conversation is opened, and again when it is answered. Tags report cleanly, and this is the general escape hatch for anything Explore does not model directly.
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