Side Conversations

Side Conversations let your team start a private email thread with any external party — a vendor, consultant, distributor, or contractor — directly from a feedback item. The exchange is stored on the ticket, visible only to your team. The original customer thread is completely unaffected.

Enabling Side Conversations for a Project

Side Conversations can be enabled or disabled per project by an Owner or Admin. Go to Project Settings → Side Conversations and toggle Enable side conversations. When disabled, the Side Conversations section is hidden from the inbox and no new conversations can be started for that project.

Starting a Side Conversation

1. Open a feedback item in the inbox or the slide-out panel.
2. Scroll to the Side Conversations section, below Internal Notes.
3. Click New.
4. Fill in the compose form:

5. Click Send. The recipient receives the email immediately and the thread appears in the Side Conversations section.

Feedback Context Toggle

When Include feedback context is enabled, a formatted summary is appended to the bottom of your outgoing email. It includes:

• Feedback number
• Submitter name and email
• Current status
• A short excerpt of the original message

This gives the external party enough background to respond without seeing your internal notes or the full customer thread.

Browser Portal Link

When Share portal link is enabled, the email includes a View conversation button. The recipient can open a read-only web page showing the conversation history and send a reply from their browser — no account or login required.

You can copy the conversation URL at any time from the expanded conversation view using the Copy conversation URL button.

How External Replies Work

External parties can respond in two ways:

• Email reply — They hit Reply in their email client. No account or portal link required.
• Browser portal — If you enabled Share portal link, they can click View conversation in the email to open the portal page and reply from their browser.

Both paths route the reply into the same Side Conversations thread on the correct feedback item. When a reply arrives, you'll receive an in-app notification and an email notification.

Sending Follow-up Messages

Once a side conversation is open, expand the thread and use the reply form at the bottom to send follow-up messages. You can attach files the same way as in internal notes.

Closing and Reopening

To close a resolved side conversation, click Close in the conversation header. To reopen it later, click Reopen. Closed conversations are still visible in the thread but the reply form is hidden.

Activity Log

Every action in a side conversation is recorded in the feedback item's activity log:

Permissions