If enabled by your administrator, you can create side conversation child tickets and assign them to a specific agent or group (but not a light agent). A side conversation child ticket is a separate ticket that is subordinate to a side conversation.
Light agents cannot create, send, or be assigned side conversation child tickets.
This article includes these sections:
Creating side conversation child tickets
Agents and admins (but not light agents) can create, send, and be assigned to side conversation child tickets. You cannot add multiple agents or groups to side conversation child tickets because tickets can only have one assignee.
You may notice some minor differences in the side conversations user interface (UI), depending on which side conversation channels your administrator has enabled.
- If needed, create the groups you need (see Creating, managing, and using groups).
- Make sure you have added the ticket channel to the side conversations menu.
- Open a ticket and then click the new side conversation button (+).
If no other side conversation channels are enabled, the side conversation composer immediately opens.
If other side conversation channels are enabled (Email or Slack), you will need to choose Ticket from the menu, and then the side conversation composer opens.
- In the To field, specify one agent or group.
The side conversation child ticket will be assigned to this person or group.
You cannot send a child ticket to a light agent because they aren’t allowed to be assigned to tickets at all (see Understanding and setting light agent permissions).
- Fill out the subject and message body, including any rich text, inserted comments, and attachments as needed (see Using side conversations in tickets).
- Click Send.
Notification emails will trigger twice. When side conversation child tickets are enabled, triggers for side conversations will fire twice. For example, once for the originating side conversation, and once for the side conversation child ticket.