If you are an administrator, you may want to enable side conversation child tickets, which allows agents to create separate tickets that are subordinate to a side conversation and that are assigned to a specific agent or group.
For an explanation of what side conversation child tickets are, and the inheritance pattern between parent and child ticket side conversations, see About side conversation child tickets.
This article includes these sections:
- Workflow example about side conversation child tickets
- Enabling side conversation child tickets
- Ticket trigger conditions for side conversation child tickets
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Workflow example about side conversation child tickets
Here’s an example of how you might use side conversation child tickets.
If an agent is working on a ticket that requires an approval from the Finance team and the Finance team also uses Support, a side conversation can be assigned to the Finance team. This creates a new ticket that is assigned to the Finance group, which then appears in the appropriate views for the Finance team, so they can triage the ticket and handle it however they normally do.
As the Finance team works on the ticket, any public comments they make are sent back to the originating side conversation. Any private comments (internal notes) or side conversations they make stay on their ticket.
This workflow lets agents leverage any other team working in Support to get the assistance they need, while letting those teams retain their existing processes and workflows. It also ensures that all communications are consolidated in Support, leveraging existing workflows and keeping everything in one place for posterity and reporting.
Enabling side conversation child tickets
Side conversation child tickets are disabled by default. If you want to use this feature, you must select the Enable child ticket option in your Admin settings first.
To enable side conversation child tickets
- In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Side
conversations. - Scroll down to the Side Conversations section.
- Select Enable child tickets.
- Click Save tab.
Once you have enabled side conversations child tickets, you can define OLA policies using internal SLAs and side conversation child tickets, if needed.
Ticket trigger conditions for side conversation child tickets
When side conversation child tickets is enabled, the following trigger condition is available:
Update via + Is + Side conversation
If you have a trigger with this condition, the trigger fires when a side conversation child ticket is updated because an agent replied to the originating side conversation and the reply was also added to the side conversation child ticket as public comment.
If side conversation child tickets is disabled, you won’t see this trigger condition in your account.
For information about other trigger conditions you can use with side conversations, see the Ticket trigger conditions and actions reference.