How can teams collaborate on tickets in Zendesk?

Using the side conversations feature and internal comments in Zendesk allows teams to collaborate effectively on tickets. This functionality enables agents to communicate privately within the context of a specific ticket, discussing details without the customer seeing those interactions.

Side conversations allow for collaboration with both internal team members and stakeholders, facilitating the sharing of insights or asking pertinent questions that can help resolve the ticket efficiently. Internal comments maintain a clear, visible thread of communication within the ticket that all agents can view, ensuring everyone is updated on the ticket's status and any discussions that have taken place.

The other options involve methods that, while beneficial for teamwork, do not inherently use the tools provided by Zendesk to manage and collaborate on tickets. Assigning tickets to multiple agents simultaneously is not typically supported by Zendesk, as tickets are generally assigned to a single agent for accountability. Holding team meetings can aid cooperation but do not directly link to the ticketing system. Shared documents are not an integrated feature of Zendesk, making them less practical for real-time collaboration on specific tickets. Thus, the side conversations and internal comments feature is the most efficient and direct method for collaborating on tickets.