What purpose do Side Conversations serve?

Side Conversations serve the purpose of soliciting input and retaining that information within the context of a support ticket. This feature allows support agents to have discussions within a ticket that includes internal and external parties, facilitating real-time collaboration without cluttering the main ticket stream. By enabling agents to gather insights, feedback, or decisions from stakeholders outside of the immediate support interaction, Side Conversations enhance the efficiency of resolving customer inquiries.

Using Side Conversations, agents can involve other team members, experts, or even customers in discussions that contribute to finding solutions, all while keeping these communications organized and associated with the relevant ticket. This functionality streamlines the communication process and helps maintain a comprehensive history of interactions pertinent to a specific issue, thereby improving service quality and response times.