What is a side conversation in Zendesk?

It is a feature that allows you to open a new communication channel within an existing ticket, usually used to involve other teams or departments.

Step-by-step guide to set up in Eddie

1. Add an HTTP Request block

At the end of the branch in the flow where you want to open the side conversation, add a block of type "HTTP Request".

2. Configure the method

• Method: POST

3. Configure the URL

https://youraccount.zendesk.com/api/v2/tickets/{{helpdeskId}}/side_conversations

• Replace youraccount.zendesk.com with your Zendesk URL.

• Replace {{helpdeskId}} with the variable for the ticket ID (it can be collected from the flow by ClaudIA)

  

4. Headers

Add the following headers:

{

"Authorization": "Bearer YOUR_TOKEN_HERE",

"Content-Type": "application/json"

}

Replace YOUR_TOKEN_HERE with your Zendesk API token (converted to base64).

5. Body (request body)

Use the following content in JSON format:

{

"message": {

"subject": "Title",

"body": "body",

"to": [

{

"support_group_id": GROUP_ID

}

]

}

}

• Title: title of the conversation.

• body: message to be sent.

• GROUP_ID: ID of the support group that will receive the conversation.

You can use Eddie variables like {{name}}, {{message}}, etc., to personalize.

Example with Eddie variables:

{

"message": {

"subject": "New request from {{name}}",

"body": "Customer {{name}} has made a new request with the following details: {{details}}",

"to": [

{

"support_group_id": 123456

}

]

}

}

Where to add it?

Add this HTTP block in the branch of the flow where you want the side conversation to be created in Zendesk.

Example flow with opening of side conversation using Zendesk API