Zendesk Reply to Side Conversation
Sends a reply to an existing side conversation on a Zendesk ticket. Side conversations allow agents to loop in external parties (via email) without the end customer seeing the exchange.
What it does
- Sends a reply message to a side conversation thread attached to the specified ticket.
- The reply is delivered via email to the recipient.
Notes
- This action replies to an existing side conversation. To create a new side conversation, use the Zendesk Create Side Conversation action.
- Requires the Side Conversations feature to be enabled on the Zendesk account.
Inputs
| Name | Type | Description |
|---|---|---|
| Zendesk Subdomain | String | Zendesk subdomain |
| Zendesk Username | String | Zendesk email (with /token suffix) |
| Zendesk Token | String (sensitive) | Zendesk API token |
| Send To | String | Email address of the recipient |
| Subject | String | Subject line of the side conversation |
| Message | String | The reply message body |
| Ticket ID | String | ID of the ticket containing the side conversation |
Outputs
| Name | Type | Description |
|---|---|---|
| Success | Boolean | Whether the reply was sent |