Using side conversation child tickets

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74 Comments

  • Darius

    Is it possible to correct this documentation? The side conversation icon doesn't appear in the Context Panel in the Agent Workspace.

    0
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Daris
    This is not incorrect. As the article says:
    Note: Side conversations in the context panel is currently in an Early Access Program (EAP). You can sign up for the EAP here.

    1
  • Charmel Pace

    Hello, 

    Can you please add the feature to create a child ticket but send the message to a customer (end-user) also? Our organization often needs to contact external sources in order to solve our client's queries and we need to keep track of these conversations also. A child ticket with an external source option would be of huge help!

    Please consider this.

    1
  • Shawna James
    Community Product Feedback Specialist
    Hi Charmel, thank you for providing your feedback. This has been logged for our PM team to review.
     
    For future reference, I want to point you in the direction of our product feedback template which has been designed by community members and PM's to help users provide as detailed feedback as possible so that our teams can understand and highlight the most important aspects of your product feature request. You don't need to make any changes now but wanted to make sure you had this template for your reference for future posts!
     
    Thank you again for taking the time to provide us with your feedback! 
    0
  • Antonio Auctane

    Is it possible to change the requester of the side conversation child ticket, as opposed to assign it the the assignee?  

    We can have in the same messaging different conversation about different orders numbers, that needs to me monitored and reported.

    If a customer contact us multiple time in the same messaging, we would like to create a child ticket via side conversation ticket, but the assignee remains the agent, whereas we want to create a brand new ticket where the assignee is the requester (customer), so we can create separate ticket a track all different orders.

    Why the requester of the child ticket must be the assignee (agent) and not the requester (customer)?

    For our business we receive requests for multiple order numbers, and for monitoring purposing we need to have a separate ticket with the corresponding number.

    So we can have the customer continuing the conversation via the same messaging ticket whenever he/she wants, but we need the ability to create child tickets where the requester is customer (not the agent)

    How can we solve this?  

     

     

    1
  • Alexandre Dias

    Hello 

    Is is possible to pass along the tags using the API?

    Thanks

    0
  • Cheryl Johnson

    Several months ago, my team of Agents lost the capability to paste hyperlinks into side conversations.  We now have to copy the text, then link to the URL.

    This error only occurs in side conversations.  We are still able to paste hyperlinks directly into comments on the ticket.

    Could this please be fixed?

    0
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Cheryl, 

    If side conversations are not working as expected, contact Zendesk Customer Support so they can help you with your issue. 

    0
  • Antonio Auctane

    I am posting this again as I did not get any response on my previous message.

    Is it possible to change the requester of the side conversation child ticket, as opposed to assign it the the assignee?  

    We can have in the same messaging different conversation about different orders numbers, that needs to me monitored and reported.

    If a customer contact us multiple time in the same messaging, we would like to create a child ticket via side conversation ticket, but the assignee remains the agent, whereas we want to create a brand new ticket where the assignee is the requester (customer), so we can create separate ticket a track all different orders.

    Why the requester of the child ticket must be the assignee (agent) and not the requester (customer)?

    For our business we receive requests for multiple order numbers, and for monitoring purposing we need to have a separate ticket with the corresponding number.

    So we can have the customer continuing the conversation via the same messaging ticket whenever he/she wants, but we need the ability to create child tickets where the requester is customer (not the agent)

    How can we solve this?  

    0
  • Dane
    Zendesk Engineering
    Hi Antonio,

    The only way is to change it manually once the side conversation ticket has been created.
     
    Would you mind posting your use case to our Feedback on Support topic? We have a template you can copy and use in your post. This is to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. Thanks!
    0
  • Daniel Seawright
    • Ticket form: The parent’s ticket form and fields values, at the time the child ticket was created, will be set on the child ticket.

    I see this works when manually creating a Child ticket, but I do not see an option for this when creating a child ticket via trigger.

    Is this possible?

    0
  • Hiedi Kysther
    Zendesk Customer Care

    Hi Daniel Seawright,

    Absolutely! Using trigger to create a child ticket will also follow the same logic when you are manually creating a child ticket. 

    Hope this helps! 

    -1
  • Daniel Seawright

    Hiedi-Kysther,

    It does not in my system. The setup contains an option to change text format but not the option to copy the ticket form.

    In the child tickets created by the trigger, the form fields do not populate. 

    Whereas the manual creation of a child ticket has the option that can be selected.

    0

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