Side conversations - collaborate with external partners inside tickets

Allow teammates to collaborate with external partners directly within a conversation or ticket with side conversations. This keeps all communication in one place and avoids tool switching.

Why it’s needed

• No need to jump to email or other tools to loop in partners.

• Updates stay tied to the original ticket, so nothing gets lost.

• Easy to manage multiple partner threads under the same customer issue.

Key capabilities

• Start side conversations with external partners.

• Have multiple threads linked to one ticket.

• Updates flow back into the main conversation.

• Reassignments also transfer linked side conversations.

Example: Support can message a delivery provider about a missing package while keeping the customer updated in the main conversation.