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Side conversations

Talk to partners and other teams by email, Slack or Microsoft Teams without involving the customer.

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Sometimes you need an answer from a supplier, the warehouse or another team before you can reply. Side conversations keep that discussion attached to the ticket but out of the customer’s thread.

Start one

  1. On the ticket, open Side conversations and choose New.
  2. Pick the channel: email (partners, vendors), Slack, Microsoft Teams, or a child ticket for another group.
  3. Add the recipients in To, a Subject and your Message, then choose Send. Replies come back into the side conversation.

When the question is answered, choose Mark as done. Replying again reopens it.

Nothing in a side conversation reaches the customer unless you copy it into a reply yourself.

From rules

Triggers and automations can start side conversations too, for example to notify the warehouse when a ticket is tagged damaged.

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