Use the Zendesk: Create New Side Conversation steptype to automatically initiate parallel Zendesk conversations within your FlowEQ workflows. This feature allows you to engage additional team members, gather more information, or initiate multiple support threads seamlessly, enhancing efficiency without disrupting your team or the ticket or Flow they’re working on.
Step Configuration
In addition to the general step configuration options, this step has the following specific options that can be configured.
Type
Use this field to select the type of Side Conversation you wish to create. Child Ticket is selected by default.
Subject
This field sets the subject line of the new Side Conversation
Body
This field sets the body of the Side Conversation. When Child Ticket is selected in the Type field, this Body represents the Description field on the new ticket.
Child Ticket Configuration
When Child Ticket is selected in the Type field, the following additional configuration options will appear.
(Child Ticket) Zendesk Group
This mandatory field assigns the new Side Conversation to a particular Group. If no Group is assigned here in Flow Builder or by your team in the Sidekick app, the Side Conversation will not be created.
(Child Ticket) Zendesk Assignee
This optional field allows you to assign the new Side Conversation to a specific Zendesk user instead of just a group, if preferred. Keep in mind that the individual assignee must be part of the same Zendesk Group specified in the previous “Zendesk Group” field.
(Child Ticket) Add Conversation Participant
To create a Side Conversation, you must set at least one Group assignee. However, you can assign a single Side Conversation to several groups or users. To add and specify more assigned groups or users, please use this button.
Email Conversation Configuration
When Email is selected in the Type field, the following additional configuration option will appear.
(Email) Add Conversation Participant
To create a Side Conversation, you must enter at least one email address. Use this button to add and specify more email addresses. Last modified on January 27, 2026
