How does the side conversation feature work in Zendesk?

The side conversation feature in Zendesk is designed to facilitate internal communication among agents about a specific ticket while keeping the customer uninformed of this discussion. This feature allows team members to collaborate effectively without the need for the customer to be part of the conversation, ensuring that internal strategies or concerns can be addressed discreetly. This enhances the efficiency of support operations, as agents can seek additional input, clarification, or assistance from their colleagues directly related to the ticket at hand.

The other options do not accurately reflect the function of side conversations. The feature does not enable real-time communication with customers, nor does it pertain to scheduling calls or providing feedback on ticket resolutions. Instead, it is a dedicated tool for internal collaboration, ensuring that the focus remains on resolving customer queries while maintaining communication privacy.