This EAP makes it possible to create a side conversation that is assigned to an individual agent or group. The side conversation will create a ticket under the hood that will be assigned to the agent or group, allowing the assignee triage, manage, and solve the ticket however they normally would. Public comments on the resultant ticket will be delivered back to the original side conversation, while internal notes and any other ticket activity will remain in the ticket that was created. This opens up a whole new type of workflow for teams within the same Support instance to assist each other on their tickets.

This EAP is available to customers with the Collaboration add-on. This is a very early preview of this functionality, so we recommend that it is tried out in a sandbox to ensure the functionality works as expected and doesn't introduce bugs into existing workflows.

This is a very early preview of the ticket channel functionality and is missing functionality that we'd love to add down the road. The main things to watch out for:

* Some text formatting may not translate well between the side conversation and the resultant ticket and vice versa
* No visible indication of a connection between the ticket that is created and the side conversation that created it
* Performance is not optimized
* Non-English translations may not yet be finalized

There are a few things we ask:

1. Provide feedback on the feature, ease of use, and overall workflow
2. Report any bugs
3. Be open to working very closely with us, initially and ongoing through this stage
4. Willingness to get it wrong, in order to make it better

Again, this is very early stage, and we'd love to hear how the overall workflow goes for your team and how we can make it something that would be a useful addition to your workflows.

All you have to do is fill in some information and you're ready to go!