How to Open a Parallel Conversation in Zendesk via Controlled Flow
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
