Slack-Zendesk integration significantly enhances communication efficiency and effectiveness between clients and team members. Allowing agents to engage in side conversations with both internal teams and customers via Slack, eliminates the need to leave the Zendesk app. However, there may be instances when you'd like to remove a side conversation from these platforms.
Misinformation, off-topic discussions, or irrelevant dialogue may require deletion to avoid confusion and stay focused on the primary purpose. So, how can you quickly remove a side conversation in Slack? In this article, we'll walk you through the process.
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Steps To Remove a Side Conversation Using Slack
Deleting a side conversation in Zendesk is actually quite easy. Here’s how to do it:
- Choose 'Side conversations' from the upper navigation menu within a ticket. Then click the three dots next to the conversation you want to delete.
- You will be able to see two options: Delete and Redact. As displayed, select the delete option to remove the conversation from Slack.
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We hope this article has been useful in walking you through how to delete a side conversation for your Slack workspace.
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Manage Slack–Zendesk collaboration with ClearFeed
Deleting a side conversation can help clear up an irrelevant discussion. If your team regularly collaborates on Zendesk tickets in Slack, ClearFeed gives you more control over where those discussions happen and which updates reach the ticket.
ClearFeed connects Slack threads with Zendesk tickets, letting your team discuss requests internally, share customer replies, and follow ticket updates from Slack.
Keep internal discussions private by default
ClearFeed’s Slack triage channels give your team a place to ask questions, coordinate handoffs, and discuss a request without posting those messages to the customer’s channel. Set Triage Comment Visibility to Private, and replies stay internal unless someone prefixes a message with 📢 to share it with the requester. See how triage visibility works.
Choose which notes become part of the Zendesk ticket
A troubleshooting discussion may contain several suggestions before your team reaches a decision. ClearFeed lets you sync all private triage comments to Zendesk as internal notes, or sync only comments marked with a ✏️ reaction. You can also bring Zendesk internal notes back into triage, keeping colleagues working in either tool informed. Explore private-comment sync settings.
Stop future syncing when the discussion moves on
If a linked Slack thread shifts to an unrelated topic, you can stop ClearFeed from syncing further comments and status updates by adding the cf-disabled tag to the Zendesk ticket. This controls future syncing; it does not delete previously shared content. Learn how to disconnect ticket syncing.
For teams that handle support conversations in Slack, these controls make it easier to keep internal discussion useful and the Zendesk record focused.
Explore ClearFeed’s Slack–Zendesk integration to see how your team can collaborate from Slack while keeping Zendesk as its ticketing system.
