Using side conversation child tickets

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14 Comments

  • Ian Morgan

    We have just started using Side Conversations and I am going through the setups. I notice that you can mark a side conversation as 'Done' but the Child Ticket is not notified. How would I set up a trigger to notify the Child Ticket?

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  • Remi Saumet
    Zendesk Customer Care

    Hi Ian Morgan,

    Thank you for posting here, hope you are doing well today !

    Unfortunately, as per Trigger conditions and actions reference, there is no option to notify / use the Child Ticket in triggers when the side conversation on the parent ticket is marked as "done".

    I would encourage you to submit this feedback here : Feedback on Support for our product managers to review this feature.

    However, an idea could be to use the HTTP target (with the Tickets API endpoint) in trigger to notify the Child Ticket when the Side Conversation on the parent's ticket is marked as "done" > Closed.
    For example on the parent ticket, Condition : Side Conversation is Closed > Action : use a PUT method to notify/update the Child Ticket (inserting a comment for instance) with its own ticket ID.

    Nonetheless, bear in mind that I cannot accompany you any further on that approach as the usage of HTTP target is not supported. I just wanted to provide some potential workaround.

    Here are some additional resources :

    Finally, you can also have a look at our app : Linked Ticket that will allow you to create and link a ticket from an existing one. This might be another alternative to have a look at.

    Hope this helps! Have a great rest of your day.

    Best regards,

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  • Ian Morgan

    Hi @...

    Thank you for your reply. I will submit the feedback as you suggest.

    Best regards

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  • Megan Lalock

    I just enabled the ability to use child tickets today in my instance. So far, this is great but there is one issue that I wanted to see if there was a workaround for it. 

    If I am having to reach out to multiple departments it would be nice if I could attach the comments from another child ticket to a new one for a separate department. Is there a work around for this so I don't have to go in and copy paste?


    Also- regarding the limitations for the notifications trigger: It would be really nice if we could get something that allowed us to exclude child tickets from this. Has anyone figured out a work around for this?

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  • Rafael Santos

    Hi @..., you could add an exception to the trigger notification using the conditions "Channel IS Side-conversation" AND "Ticket IS Created".

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  • Guillermo

    Hello, 

    Is there any way to assign a side conversation child tickets to an end-user instead of an agent or group? It is illogical that by default they can only be assigned to the latter.

    Thanks.

     

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  • Greg O'Neill SMC

    Hi Guillermo - CX Lead, you can create the side conversation as an email to the end user and once they reply it will come back into the side conversation in your ticket.

     

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  • Guillermo

    Hello @...,

    I appreciate your feedback. However, I intend to create a child ticket from the side conversation and assign it directly to the end user. For follow up purposes, in some cases it makes more sense to create a ticket than to send an email.

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  • Dpto. Informática

    Hi Amy Malka,

    We have seen a dangerous behavior with Side conversations child ticket: imagine that we receive a request from a customer and it consists of two tasks, one is for me (Agent A) and the other one for another agent (Agent B). I communicate with Agent B through a side conversation ticket child so that a new ticket is generated for him and he can work on it. Agent B changes the requester of his ticket to work on it independently, but I (Agent A) decides to write Agent B to clarify a point in the email, this new comment in the side conversation will reach the child ticket as a public note and consequently also to the customer. This is a big problem.

    Is there a solution?

    Thanks for your support,
    Unai Roiz

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  • Toby Sterrett
    Zendesk Product Manager

    Dpto. Informática thanks for the question and feedback. I see what you're referring to, and have some ideas (and questions):

    • Suppress email notifications – comments made from the side conversation come through as updates via side conversation, so it is possible to add a condition to the trigger(s) that update requester and CCs of comment updates by adding "Update via is not side conversation" as an additional condition:
    • This will prevent the email notification from going to the requester and CCs, but the comments will still be public on the ticket. Do the requesters regularly visit the customer portal where they could potentially see the comments coming from the side conversation? Would you want those to be suppressed somehow?
    • Would it make sense to always have comments coming from the side conversation be internal notes on the child tickets, and perhaps even just default to being private tickets?
    • How often are child tickets used to communicate with your customers like this vs. internally collaborating with other team members? This scenario seems kind of like "splitting" a ticket – is that more of what you're going for?
    • When setting the requester of a child ticket to an end user customer, will subsequent communication with them always be from the child ticket itself? Would it ever make sense to communicate with the customer from the side conversation in the parent ticket?

    Thanks again for the feedback, and let me know what you think about how we can make child tickets even better.

    1
  • Marco Malbas
    Zendesk Customer Care
    Hi Ray, 
     
    Thanks for reaching out regarding this. Toby has a pretty good recommendation to suppress email notifications for comments made via side conversations. Kindly check it out and let us know if this solves it for you. As always, we would appreciate any feedback that would lead to the feature's improvements in the future. 
     
    Cheers! 
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  • Dpto. Informática

    Hi Toby and Marco, thanks for your detailed reply.

    Q: This will prevent the email notification from going to the requester and CCs, but the comments will still be public on the ticket. Do the requesters regularly visit the customer portal where they could potentially see the comments coming from the side conversation?
    R: Our requesters don't have access to our customer portal at this moment, but could have in the near future. Moreover, if the comments between agents are public in child tickets, when we communicate with the customer (changing the requester), he/she will see those comments. Again, a dangerous situation.

    Q: Would you want those to be suppressed somehow?
    R: No, thanks.

    ---

    Q: Would it make sense to always have comments coming from the side conversation be internal notes on the child tickets, and perhaps even just default to being private tickets?
    R: It makes all sense. In fact, I was going to suggest it to you. Communicating with your colleagues by internal notes on the child tickets makes much more sense. And use public comments in child tickets to communicating with the customer.

    ---

    Q: How often are child tickets used to communicate with your customers like this vs. internally collaborating with other team members? This scenario seems kind of like "splitting" a ticket – is that more of what you're going for?
    R: 50/50. 50% divide a ticket, 50% to request help to a colleague.

    Q: When setting the requester of a child ticket to an end-user customer, will subsequent communication with them always be from the child ticket itself?
    R: Yes.
    Q: Would it ever make sense to communicate with the customer from the side conversation in the parent ticket?
    R: No, never. If we need to do that, we use side conversations by email, if the customer is not the requester.

     

    Thanks again,

    Unai Roiz

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  • Toby Sterrett
    Zendesk Product Manager

    Unai, I think the condition to not send an email notification if the comment update is via side conversations should work if you also set the email notifications to only have the most recent comment instead of the whole ticket comment stream. The placeholder for that would be `{{ticket.latest_comment_formatted}}` – that way only public comments made on the child ticket itself would be sent in notifications, and those notifications would only have that comment and not the entire history (which would include public comments made via side conversation).

    Either way, though, I understand this is a workaround that may not be adequate for everyone, and we'll be looking into a possible internal mode of child tickets that uses internal notes to sync back to the side conversation by default. If we were to do that, would it make sense to you to only sync the internal notes from the child ticket back to the side conversation, and not the public ones? Or would you expect the side conversation to essentially be a mirror of the child ticket with both public and internal comments?

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  • Dpto. Informática

    Hi Toby,

    It's true, however that method would change our way to communicate with our customers and it would be confusing for them.

    About developing an internal mode: that would be awesome. We think that side conversation should not be a mirror of ticket child. It should be just a way to communicate with other agents or groups with internal notes by default and nothing else.

    Thanks, Unai.

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