SOP: Zendesk Side conversations and Remind Me feature

💬 Using Side Conversations

Side Conversations help us communicate internally with other departments without leaving the ticket.

When to Use It

Use Side Conversations to contact:

• Finance team (e.g., VCC requests)
• Rachael, Allison, or Anthony
• Any internal team that must be looped in without messaging the guest or partner
  
   

How to Access It

On the right-hand panel of the Zendesk interface, you will find the Side Conversation icon:

 

Best Practices

• Keep communication clear and concise
• Tag relevant team members
• Always specify the ticket context (booking ID, ZD ticket, issue, required action)

• Close the side conversation once resolved
  
   

⏰ Using the “Remind Me” Feature

The Remind Me tool helps you stay on top of time-sensitive follow-ups.

When to Use It

Set a reminder when:

• A hotel asks you to call back at a specific time
• You're waiting for information from another team
• You need to return to a ticket later to avoid delays
• You want to make sure an issue doesn’t fall through the cracks
   

Why It's Important

• Helps maintain timely responses
• Improves ticket management and SLA compliance
• Reduces forgotten follow-ups
• Keeps workflow organized and stress-free
  
   

⏳ How to Set a Reminder

1. Open the ticket
2. Click “Remind Me” on the right-hand side
3. Choose a time (1 hour, tomorrow, custom, etc.)
4. Receive the reminder directly in Zendesk
5. Return to the ticket and handle it promptly
    

See how to use it here: https://www.loom.com/share/70409560bf644bc288542f40de31ac39