Improve inter-departmental communication

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Enable agents to effectively collaborate on associated tickets using the Sidebar discussion and Discuss options.

    Before you begin

    Role required: sn_uni_req.routing_agent or admin

    Procedure

    1. Navigate to All > Universal Requests.
    2. Select the universal ticket that is assigned to you.
    3. Select Discuss.
    4. In the Start a sidebar discussion window, fill in the fields:
      Field Description
      Record number Unique number generated for the universal request.
      Subject Option to indicate the main topic or point of discussion.
      Add participants Routing agents with whom you want to initiate the discussion.

      This restricted list controls agent participation and applies access permissions consistently across associated tickets.
      Include a brief message for participants Brief message to the participants indicating what the discussion is about.
      Private discussion Option to create a private discussion accessible only to chosen participants. Users linked through associated tickets, even those with access to the Universal Request record, will not be included unless explicitly added to the Add Participants list.
    5. Initiate your discussion with the selected routing agents by selecting Start discussion.
      The Start private discussion button appears only when you select the Private discussion option.

    What to do next

    1. Select Sidebar discussions .
    2. Review all the discussions that you are part of.
    3. To begin another conversation with routing agents, select New Discussion.