One of the main requests we've gotten from folks about child ticket side conversations is to enable the inclusion of information from the originating parent ticket when the child ticket is created. For example, it's common to want to include the ticket form from the parent when creating child tickets, which then provides contextual information to the assigned team, and also provides a way for triggers to fire based on the contents of that form for further routing and processing.
We've been working on making this happen, and the initial release will make is possible to include the parent ticket's ticket form, followers, and/or tags. We're introducing a simple new menu available during the creation of a new child ticket side conversation:
When the "Add" button is clicked after a selection is made, the fields that will be included are displayed at the bottom of the composer:
These can be edited any time before the child ticket is sent by clicking on the field names or the form icon.
Please let us know if there are any other pieces of information you'd like us to consider for future updates and/or how you'd use this. If you're one of the folks who's been testing this out in beta, please feel free to leave some feedback here as well!
FYI, this will not be available as part of the macro initiation or trigger action creation of child tickets at this time, but we'll be investigating it for the future.
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