Announcing new options for side conversations

Announced on | Rollout on
September 17, 2025 | August 6, 2025

We are excited to announce the release of a number of new options for configuring side conversations!

This announcement includes the following sections:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Side conversations are spaces in a ticket where agents can have a separate, but related, discussion with a specific group of people.

We’ve added a number of options to the side conversations configuration settings including:

Only show agent email addresses, which allows admins to restrict which addresses are autocompleted when adding a user to a side conversation. This setting is off by default.

Allow dynamic subdomain detection, which lets admins loosen certain requirements on how their Teams tenants are set up. This setting is recommended only when standard troubleshooting can’t resolve an intractable problem, and is off by default.

Use signatures in side conversations, which lets admins to control whether signatures are included in side conversations, and whether agent or brand signatures are used. This setting is on by default.

Why is Zendesk making this change?

These configuration options have long been available to customers, but only with assistance from our Advocacy team. This update gives admins greater control over how side conversations look and perform.

What do I need to do?

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.