When a Side Conversation is created, what happens to the ticket status?

When a Side Conversation is created, the ticket status does not change automatically unless there is a specific trigger set in the system that modifies the status based on that event. This means that, by default, the ticket remains in its current status without being affected by the addition of a Side Conversation.

Understanding this is crucial, as it highlights how Side Conversations function independently from the ticket lifecycle, allowing for more flexible communication without automatically impacting the ticket's progression. In the case of an ongoing conversation or complex issue-resolution scenario, this behavior ensures that the ticket status reflects the actual state of the ticket, rather than being prematurely altered during supplementary discussions.

Other options suggest direct changes to the ticket status, such as moving to Closed or Pending, which would imply a shift in the ticket’s workflow that isn’t inherently linked to the action of creating a Side Conversation. Thus, it is important for Zendesk users to recognize how different features like Side Conversations interact with ticket management to maintain clarity in the ticketing process.