Create side-conversation from ticket
We receive a large number of questions from customers, for which we have to inquire with a supplier, payment partner or carrier. Zendesk has a handy function for this in the form of a side conversation, where you can send an email to an external party within the customer ticket. This external mail conversation will then appear within the ticket as a private note and will not be visible to the customer. This creates much more overview in the box with open tickets, because you do not have a second ticket for the external inquiry.