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G
Goodyear
January 11, 2023
Accepted

Exporting Side Conversations

Related products:Support
  • January 11, 2023
  • 6 replies
  • 103 views

Our team is struggling without a way to export side conversations. We aren't able to forward a thread without all of the content being visible (which is vital if we don't want pieces of the conversation being passed on) & it is extremely hard to take any side conversation out of Zendesk & to use it through Outlook emailing if needed. Forwarding the email chain out of Zendesk doesn't provide the email address of the receiver in the thread, only their name and screenshotting the conversation doesn't help as you can only see the person's name & no email address as well. Is there a solution to this or is this a feature that's being worked on?

      6 replies

      Toby12
      Toby12Employee
      Employee
      January 11, 2023

      Hi Ashlee. Would having the email address in the forwarded thread work? It's currently not there in order to not leak agent's personal email addresses on accident, but we're looking into a way to replace individual agent addresses with the ticket's support address.

        G
        GoodyearAuthor
        January 12, 2023

        Hi Toby, Thanks for the quick response! Not so concerned about having the agent's email address visible but whoever is in the To & CC fields, having that visible or maybe an option to have it visible/hidden would be great. It would make escalating non responses better so we have solid proof it was sent to the 3rd party at the right address. Also if we were able to edit what part of the side conversation is being forwarded, for example if I only want to forward the last received email instead of the entire thread. I've tried to edit it previously but can only delete everything or send everything in the conversation. Something similar to how we can view end user responses in a pop up could work as well.

        R
        Riekje
        June 13, 2023

        Ich  möchte in einer Nebenkonversation mit Endusern kommunizieren und diese Nebenkonversation exportieren/ausdrucken. Aktuell kann geht nur eins von beidem. (#11571230) 

        Sydney11
        Sydney11
        October 10, 2023

        I made a bigger feedback post for all limitations and included this post in it: Side Conversation Limitations – Zendesk help

        Shawna James
        Shawna JamesCommunity Manager
        Community Manager
        October 12, 2023
        Hi Ashlee, thank you for providing us with your feedback and Sydney for linking the other post on this matter. Ashlee can you please let me know if Sydney's post covers your use case and thoughts? If so I will consolidate these posts to centralize feedback. Thank you! 
        Tetiana13
        Tetiana13
        Contributor
        May 4, 2026

        Hey! 

        There's no native Zendesk solution for this, but Help Desk Migration can help in two ways:

        • Moving to another Zendesk instance? Side conversations are migrated as private notes, so they stay internal and controlled.
        • Need data outside Zendesk? You can export everything to a CSV file, including side conversations (as private notes) and call recordings (as MP3s) — useful for backup, audits, or reporting.

        Hope that helps!

         

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