What is a parallel conversation in Zendesk?

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

Step-by-step to set up in Controlled Flow

1. Add an HTTP Request block

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

2. Configure the method

• Method: POST

3. Configure the URL

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

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

• Replace {{helpdeskId}} with the ticket ID variable (which can be collected from the flow via ClaudIA).

  

4. Headers

Add the following headers:

{ "Authorization": "Bearer YOUR_API_TOKEN", "Content-Type": "application/json" }

Replace YOUR_API_TOKEN with your Zendesk API token (base64 encoded).

5. Body (request body)

Use the following content in JSON format:

{ "message": { "subject": "Title", "body": "body", "to": [ { "support_group_id": SUPPORT_GROUP_ID } ] } }

• Title: the title of the conversation.
• body: message to be sent.
• SUPPORT_GROUP_ID: ID of the support group that will receive the conversation.

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

Example with Controlled Flow variables:

{ "message": { "subject": "New request from {{name}}", "body": "The customer {{name}} made a new request with the following details: {{details}}", "to": [ {"support_group_id": 123456} ] } }

Where to add?

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

Example flow with opening a parallel conversation using Zendesk API