Steps

Enable Side Conversations in your Zendesk Admin Center under Objects & Rules before making API calls — the endpoints return errors if the feature is not activated.
Create a side conversation on a parent ticket with POST /api/v2/tickets/{ticket_id}/side_conversations, supplying 'message' (with 'subject', 'body', and 'to' recipients) and optionally 'type' (email or Slack).
List all side conversations on a ticket with GET /api/v2/tickets/{ticket_id}/side_conversations.
Retrieve the full message thread for a specific side conversation with GET /api/v2/tickets/{ticket_id}/side_conversations/{side_conversation_id}/events.
Reply to an existing side conversation with POST /api/v2/tickets/{ticket_id}/side_conversations/{side_conversation_id}/reply, supplying the message body and any additional recipients.
Subscribe to side conversation events by registering a webhook in Admin Center (Zendesk does not expose a dedicated side-conversation webhook API endpoint — use the standard webhook + trigger approach filtered on side_conversation event types).

Known gotchas

Side Conversations are a Zendesk Suite feature — they are not available on legacy Support-only plans; confirm your plan before building integrations.
Slack-type side conversations require the Zendesk for Slack integration to be configured and the target Slack workspace connected; email type works without additional setup.
The 'to' field in the message payload expects an array of participant objects with 'email' or 'slack_workspace_id'/'slack_channel_id' — mixing types in a single request will cause a validation error.

developer.zendesk.com · 5 steps · unrated

Retrieve voice call recordings and call metadata via the Zendesk Talk API

developer.zendesk.com/api-reference/voice/talk-api · 6 steps · unrated

Publish Zendesk Sunshine Conversations multichannel messages and handle inbound messages via webhooks across WhatsApp, Messenger, and web chat

smooch.io (developer.zendesk.com/documentation/conversations) · 6 steps · unrated

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Send and retrieve Zendesk side conversations via API

Steps

Known gotchas

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