Helpdesk Concepts

Side Conversation

定義

A side conversation is a separate thread branched off a main support ticket — with a different set of participants, such as an internal team, a vendor, or another department — used to gather information without cluttering the customer-facing conversation.

別名: child conversationside threadinternal thread

How it works

While handling a ticket, an agent starts a side conversation to loop in someone outside the main thread — emailing a warehouse about stock, messaging engineering about a bug, or asking a manager for approval. That exchange lives attached to the ticket but stays invisible to the customer.

Unlike a simple internal note, a side conversation is a full two-way thread with its own recipients and channel (email, Slack, or a linked ticket), so the back-and-forth is captured in one place tied to the original request.

Why it matters

Side conversations keep the coordination that resolving a ticket often requires out of the customer's view while preserving it for context. The customer sees a clean thread; the agent keeps every internal exchange documented against the ticket — useful for auditing, for the next agent who picks it up, and for training AI on how issues actually get resolved.

よくある質問

What is the difference between a side conversation and an internal note?

An internal note is a one-way comment left on the ticket for colleagues; a side conversation is a full separate thread with its own participants and channel, letting you actually correspond with a third party without leaving the ticket.

Can customers see side conversations?

No. Side conversations are internal by design — they branch off the ticket for coordination and stay hidden from the customer-facing thread.

Side Conversation

How it works

Why it matters

よくある質問

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