Zendesk: Create New Side Conversation

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.

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Title

This field appears right up top when your team reaches this step. Use this field to tell your team the purpose of the email.

If you enable the Automatically Run Step? checkbox, use the title to explain what the step is doing so your team can follow along. For example, “Sending customer reply…”.

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Automatically Run Step

Check this box to automate this step so it runs without input from your team. You’ll need to configure all of your necessary fields on this steptype for this to work well.

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Type

Use this field to select the type of Side Conversation you wish to create. Child Ticket is selected by default.

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Subject

This field sets the subject line of the new Side Conversation

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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.

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(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.

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(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.

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(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.

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(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.