Recent searches


No recent searches

Using side conversation child tickets



image avatar

Amy Malka

Zendesk Documentation Team

Edited Jan 27, 2025


3

80

80 comments

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

0


image avatar

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


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


image avatar

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


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?  

 

 

2


Hello 

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

Thanks

0


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


image avatar

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


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


image avatar

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


  • 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


image avatar

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


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


Hi team,

Will there ever be scope for an option to choose if the first child ticket creation is either a public reply or an internal note? 

For certain sensitive escalations, we want to prevent any chance of comms going out to clients if on the rare chance someone CCs in a client.

Currently, to mitigate this - we put some generic information in via macro when a team member is setting up a child ticket. 

Ideally, it'd be best if we had more control over whether that first comment should/should not be a public one. 

0


We hesitated using side conversation via child ticket for group-to-group communication because of the email that's sent to the agent that requests the child ticket. The posted solution to suppress email notification using the “update via is not side conversation” condition didn't work for us. 

 

After some tinkering in the sandbox, we've ended up making a custom checkbox field that would be checked whenever a ticket is created via side conversation, and then exclude the checked tickets in the “update by agent-notification trigger. (tag = no go, as it can populate to subtickets when tags are transferred and result in unintended notification prevention.) bonus: now we have a child ticket identifier for business rules & reporting.

 

So, our collaboration set up is Group A asking a question to Group B by creating a child ticket and set the parent ticket on-hold. Group B will see the ticket in their view and reply as they would in a regular ticket. This reopens Group A's parent ticket with the latest comment. Group A keeps full accountability for the main ticket and can solve it after internal alignment. No emailing to and from Zendesk. 

 

Next step in chasing collaboration improvements within the ZD instance will be to experiment with child ticket related views. 

 

Hope it's helpful! 

1


image avatar

Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Thanks for sharing at Tatiana Christensen !

1


Hi, 

We are switching child tickets via side conversations on, as we have recently been doing this via the linked ticket app. However when creating the child ticket via the app, my agents would use a macro to ensure that they were including the correct information at the time of escalating to prevent further touches etc, which also then assigned the child ticket to the correct group based on the macro selected. 

My question is, can a macro applied into the body of the child ticket in the side conversation and if not, is there a work around?

Thanks! 

0


Hi,

Is there a workaround to be able to assign a requestor to a child ticket? That would be very helpful for our workflow as we need to send a second form to a requestor sometimes. We would rather not have two separate tickets or ticket numbers. Thanks!

Jen

0


I can see progress on the setup of child tickets, but I’m surprised the “To” field’s behavior hasn’t changed, or that the setup isn’t adjustable. Currently, it seems the only way to change it is by manually updating it after creation, which adds extra work for the agent and isn’t ideal.

 

When creating a child ticket, it’s only possible to send or assign it to a group or an agent, which works well for internal collaboration. However, this approach is limited for organizations  (like ours) that need to work with external partners.

 

Question: Why isn’t it possible to send a child ticket to an external email address instead of assigning it directly to an agent?

 

While email side conversations allow sending to external addresses, this option isn’t available for child tickets. 🙄

 

Use case:The use case here is that we’re working closely with an external organization, so ideally, the assignee would remain the same as the parent ticket by default without the need of changing the assignee or type it manually (waste of time), and the “To” address could be set to an external organization.

 

Why this matters: Email side conversations don’t support custom fields or apps, whereas child tickets can map nearly all fields from the parent ticket, which is highly beneficial. We rely on various apps in the sidebar that only work with tickets, not with email side conversations.

 

Is it something on your radar Zendesk? 

 

Appreciate your response on this feedback.

 

0


Please sign in to leave a comment.