Workflow: Automatically create side conversations based on topic with Copilot

<p>Customers who manage multiple stores need to route tickets to the right store or team. Manual assignment delays responses and increases the workload. With Copilot, you can automatically create side conversations based on the topic of a ticket or other trigger conditions. This workflow shows you how to set up an automation so relevant teams receive notifications as soon as a ticket meets specific topic criteria.</p><div class="p">
<div class="p"><div class="note">Note: Side conversations are available only on specific Zendesk plans. See <a href="https://support.zendesk.com/hc/en-us/articles/4408893545882-Ticket-trigger-conditions-and-actions-reference" target="_blank" rel="noopener noreferrer">Ticket trigger conditions and actions reference</a>.</div></div>
<p>This workflow includes the steps below:</p>
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</script><div class="accordion"><p>Step 1: Configure Copilot to identify the topic</p></div>
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<p>To create a custom topic:</p>
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<li data-list-item-id="e8475a8cb975467da602fbe246caab934">In <strong>Admin Center</strong>, click <strong>AI</strong> in the sidebar, and select <strong>Intelligent triage &gt; Topic</strong>
</li>
<li data-list-item-id="e7aef34ca4fc9a526653721cba3ea93aa">Click <strong>Create topic</strong>
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<li data-list-item-id="e121076f83939a28a32353354503a1f50">Enter a clear and descriptive <strong>Name</strong> for the topic that matches a single reason a customer might contact you</li>
<li data-list-item-id="eab6456db91db6a05711b687fe0ab9716">Add a concise <strong>Description</strong> that specifies what the topic includes and excludes, with examples of typical customer phrases</li>
<li data-list-item-id="e6128c797fc65ac47b78e65c6912f03cb">Choose a current <strong>Category</strong> and <strong>Subcategory</strong>, or create new ones to structure your topics</li>
<li data-list-item-id="e339ec7dc6725332aa8dd0cc7032348a0">Click <strong>Create custom topic</strong>
</li>
</ol>
<p><img class="wysiwyg-image-resized" style="aspect-ratio: 2220/1306; width: 500px;" src="https://support.zendesk.com/hc/article_attachments/10911631423386" alt="Create topic button" width="2220" height="1306"></p>
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<div class="accordion"><p>Step 2: Create a trigger that detects the topic conditions</p></div>
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<p>To create a trigger:</p>
<ol>
<li data-list-item-id="ebe15c2c3c79fa5a3c8c2de651c8a9794">In <strong>Admin Center</strong>, go to <strong>Objects and rules &gt; Business rules &gt; Triggers</strong>, and click <strong>Create trigger</strong>
</li>
<li data-list-item-id="e147d1ebe7455800dd45ba0cf15533e4d">Name your trigger, for example, <strong>Create side conversation for Store Requests</strong>
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<li data-list-item-id="e4b311dca50e744ba08b74c420248dbb6">Under <strong>Trigger category</strong>, select the appropriate category based on your desired setup</li>
<li data-list-item-id="e498a092e2e1eb343c4d2ea5e09af60dd">Under <strong>Conditions</strong>, define the logic that initiates the automation. Under <strong>Meet ALL of these conditions</strong>, add <strong>Ticket &gt; Ticket | Is | Created</strong> or <strong>Updated</strong>, <strong>Ticket &gt; Topic | Is | </strong>select your chosen topic, and <strong>Ticket &gt; Status category | Less than | Solved</strong>.</li>
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<p><img src="https://support.zendesk.com/hc/article_attachments/10911631423514" alt="Ticket Trigger Editor ticket topic.png" width="1970" height="1130"></p>
<div class="p"><div class="note">Note: Use unique topic keywords so the correct trigger fires without overlap.</div></div>
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<div class="accordion"><p>Step 3: Add an action to automatically create a side conversation</p></div>
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<p>Now that the trigger can detect the topic of the ticket, configure it to create a side conversation automatically:</p>
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<li data-list-item-id="ea542644f4bd9ed8a96b9fdfec0df40f7">In the <strong>Actions</strong> section of your trigger, select <strong>Ticket &gt; Side conversation via child ticket</strong> or <strong>email</strong> based on your setup</li>
<li data-list-item-id="ebcb59dc3ed3c053c8e696ec4fe37c52a">Add placeholders and contextual details in the message body, such as the ticket ID, requester name, store summary, and topic type</li>
<li data-list-item-id="eddd631cbeea4e65f7bcacb24d8c0e2cf">Specify the recipients. For store-specific topics, select the corresponding store address, group email, or Slack channel. If you use email side conversations, address the correct store mailbox.</li>
<li data-list-item-id="eb8868e93aeb29663bc0323402acbdb64">Click <strong>Create trigger</strong><img class="wysiwyg-image-resized" style="aspect-ratio: 1682/1068; width: 90%;" src="https://support.zendesk.com/hc/article_attachments/9958812955034" alt="Trigger actions" width="1682" height="1068">
</li>
</ol>
<div class="note tip">Tip: Use placeholders such as <code>{{ticket.id}}</code>, <code>{{ticket.requester.name}}</code>, and <code>{{ticket.intent}}</code> to ensure the side conversation includes the context automatically.</div>
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<div class="accordion"><p>Step 4: Test and validate the workflow</p></div>
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<p>To test the workflow:</p>
<ol>
<li data-list-item-id="ec50fa90950442821f1a9979d534ebfc9">Create a few test tickets with known topic expressions</li>
<li data-list-item-id="e116ea1f734a498a2bd3f7b520b65fecc">Verify that Copilot assigns the correct topic value</li>
<li data-list-item-id="e07ec5941f626fd4e73199b06c3eb121b">Check that the trigger creates the correct side conversation and routes it to the appropriate destination</li>
<li data-list-item-id="e19edb1725778fa6d456177eb7007c869">In the ticket events, confirm that the trigger executed and sent the side conversation</li>
<li data-list-item-id="ef911595a14533c7d1eff746f3edc5809">Adjust the trigger order or topic rules if you see duplicates or gaps in side conversations</li>
</ol>
<p>See <a href="https://support.zendesk.com/hc/en-us/articles/8718789695002-Personalizing-intelligent-triage-by-creating-custom-intents#topic_bpn_sbd_bv" target="_blank" rel="noopener noreferrer">Personalizing intelligent triage by creating custom topics</a> and <a href="https://support.zendesk.com/hc/en-us/articles/4408844206746-About-side-conversations#h_01GGAKRRNFZZ1VHV34B4CNQ769" target="_blank" rel="noopener noreferrer">About side conversations</a>.</p>
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