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.
This article includes these sections:
- About side conversation child tickets
- Understanding light agent interaction with side conversation child tickets
- Creating side conversation child tickets
About side conversation child tickets
When you create a side conversation child ticket, two things happen simultaneously: you create a side conversation on the original ticket, and you create a new, separate, subordinate ticket that is assigned to a specific agent or group.
These definitions may be helpful to this discussion:
originating side conversation: the side conversation on the original ticket used to create a side conversation child ticket.
side conversation child ticket: a ticket created from a side conversation.
There is an invisible connection between the originating side conversation and the side conversation child ticket. This is a parent-child relationship. The originating side conversation is the “parent” and the child ticket is the “child.” There is an invisible connection between parent and child tickets. Some people think of these types of tickets as linked tickets.
The child ticket inherits replies from the originating side conversation because of the parent-child relationship. For example, when an agent replies to the side conversation on the original ticket, the replies are added to the child ticket as public comments. However, child tickets don’t inherit other forms of ticket data from the parent ticket. For example, if the status of the parent changes, the status of the child doesn’t automatically also change to match. The same is true for adding tags to a ticket, and adding or removing CCs.
Generally, there isn’t a reverse connection between parent and child tickets. The exceptions are that public comments on a child ticket become part of the side conversation and events in the parent ticket, and the status and assignee of the child ticket is displayed on the side conversation in the parent ticket.
It’s also important to note that marking the side conversation as Done in the parent ticket doesn’t fulfill First time reply and Next time reply metrics when an SLA is applied to a child ticket. This is because the SLA is applied to the child ticket, not the parent ticket.
Understanding light agent interaction with side conversation child tickets
Light agents cannot create, send, or be assigned side conversation child tickets. You can't send a child ticket to a light agent because they aren’t allowed to be assigned to tickets.
Light agents do have permissions to make private comments, so it is possible for them to open an already existing child ticket in the Support interface and add a private comment to the ticket. There is nothing that prevents them from being able to do this. However, because of the inheritance pattern between parent and child tickets (described above), that private comment will not appear in the side conversation interface of the parent ticket.
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 groups).
- Make sure you have added the ticket channel to the side conversations menu.
- Open a ticket, 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, 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 (see Understanding light agent interaction with side conversation child tickets).
- 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.
- For agents assigned to custom roles to create child tickets through side conversations, they must have permission to create side conversations and make public comments in tickets.