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Side conversations - collaborate with external partners inside tickets

Helpdesk

Allow teammates to collaborate with external partners directly within a conversation or ticket with side conversations. This keeps all communication in one place and avoids tool switching.

Why it’s needed

  • No need to jump to email or other tools to loop in partners.

  • Updates stay tied to the original ticket, so nothing gets lost.

  • Easy to manage multiple partner threads under the same customer issue.

Key capabilities

  • Start side conversations with external partners.

  • Have multiple threads linked to one ticket.

  • Updates flow back into the main conversation.

  • Reassignments also transfer linked side conversations.

Example: Support can message a delivery provider about a missing package while keeping the customer updated in the main conversation.

Post type
💡 New feature
What part of Help Desk?
Posted by Markus Palm ·
Status: Planned2 comments

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Comments2

  • Amr from Lunch Flow

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    Nov 13, 2025

    This is critical for me as well.

    In my project, Lunch Flow, we connect with multiple open banking providers, each with their own support email and requirements on the necessary details to include.

    When an end user reports an issue, there'll typically be back and forth between the end user, me, and the open banking provider. Currently, there are at least 2 threads for every conversation: one with the end user and another with the provider. As you can imagine, things get hectic quite easily.

  • Marc Kemmer

    •

    Sep 16, 2025

    •

    Added fromthis conversation

    This would be incredibly valuable for our customer complaints process. Being able to manage both customer and partner interactions within a single ticket would significantly improve our efficiency and customer experience.

    We want to use your helpdesk software and currently face the following challenge in our complaints process:

    • We receive a complaint from a customer.

    • We then need to contact our warehouse in Belgium via email and wait for their response.

    • Once we have a reply from the warehouse, we pass the information on to the customer.

    • The communication between us and the warehouse in Belgium should not be visible to the customer.

    Problem: We can only communicate with the warehouse in Belgium via email. It is not possible to onboard the warehouse to a system like Featurebase.

    Question: How could we best map this process using your software? Is there a way to integrate email communication with external partners (like our warehouse) into Featurebase without the customer seeing these messages?

    Or are there any workarounds to clearly separate internal and external communication, so that the customer only receives the information intended for them?