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A side conversation is a separate email thread linked to a parent ticket. Use it when you need to contact someone outside the main customer thread without losing context.

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When to use it

Use side conversations when you need to:
  • email a supplier, carrier, or warehouse about an order on a ticket
  • coordinate with a partner while keeping the customer thread clean
  • track replies from third parties next to the original customer issue

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Create a side conversation

1

Open the parent ticket

Open the ticket that needs a side conversation. Side conversations are available on parent tickets that are not read-only or deleted.
2

Start a new side conversation

In the ticket properties card header, click the New side conversation button.
3

Fill in the email details

Choose the sending email channel, recipient, subject, and message. You can attach the parent ticket conversation history when it helps the recipient understand the case.
4

Send and follow up

After you send, the side conversation appears in the ticket sidebar. Click a row to open that thread and read or reply.

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What you see in the sidebar

Once a ticket has at least one side conversation, a Side conversations section appears in the customer info panel. Each row shows:
  • subject
  • status
  • last activity time
  • an unread indicator when new replies arrive
Unread side conversations use bold text and a dot so you can spot new activity without opening every thread.

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Permissions

Creating and viewing side conversations requires the Side conversation permission on tickets. If you do not see the create button or list, ask an admin to review your role.

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Best practices

  • Keep the subject specific so side threads are easy to scan later.
  • Attach conversation history only when the third party needs full ticket context.
  • Resolve or close the parent ticket only after side conversations that affect the customer outcome are complete.