Using side conversation child tickets

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74 Comments

  • WhatsApp Connector

    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.

     

    4
  • WhatsApp Connector

    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.

    3
  • Toby Sterrett
    Zendesk Product Manager

    HI Bryan Haeussler – we are currently finishing up the ability to include data from the parent ticket during the creation of the child ticket. We'll be starting with the parent ticket's tags, brand, and ticket form. You won't be able to customize or initiate those things in the initial release, but customer feedback indicated that at least being able to include e.g. the ticket form as structured data in the child ticket would go a long way to start. Hopefully that will be helpful. We're going to be investigating ways to introduce editing of ticket fields etc, but there's no timeline on that yet.

    3
  • 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?

    3
  • Jamie Noell

    It would be helpful for the Side Conversation child ticket to display a signature just as a Side Conversation email does.

    Ideally, we would be able to choose whether to include the agent signature or the brand signature to use on either Side Conversation option.

    Today, we had to create a macro that creates the child ticket Side Conversation with placeholders:

    Thank you,
    {{current_user.name}}
    {{ticket.group.name}}​

    2
  • Bryan Haeussler

    Is there any plan to allow customization of the pop-up window that displays the side conversation - ticket fields? Specifically, adding custom fields, or additional 'default' fields?

    We run into the issue that these tickets cannot be marked up with any ticket field values, where often the agent initiating them might know them up front, and they would be relevant for workflows. This leads to cases where a generic ticket enters a group's feed and may not get the right attention. Of course, the agent creating it can take the shortcut to the ticket, but there is on the one hand cases where they are not in the group they assign the new ticket to and other cases where it is just a needless inconvenience.

    2
  • Basrur Sandesh Kamath

    Gab Guinto - We are looking for enhancing our Collaborator app in terms of working with side conversation child tickets 

    We do have an option in there where when an end user email address is added on a button shows up Start Side Conversation and when user clicks on it opens a Email ( Side Conversation )

    We want a similar function where we can call side conversation child ticket attribute/ window pop up and assign a group to side conversation child ticket with a child 

    The documentation has an API way to create a child ticket via side conversation but nothing mentioned how a side conversation child ticket pop up window can be created ( FYI we do not want child ticket automatically created via API which is shown in documentation ) but just to keep the window pop up for users when we click on our Button clicked 

    I hope this helped what we are looking for 

    Looking forward for an answer

    1
  • Unai Roiz

    Hi @...,

    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

    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
  • Toby Sterrett
    Zendesk Product Manager

    Dana, that sounds like a bug. We'll take a look and try to get it fixed up. Glad to hear child tickets are working well for you so far!

    1
  • 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
  • Toby Sterrett
    Zendesk Product Manager

    Unai Roiz 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
  • Gab Guinto
    Zendesk Customer Care
    Hi Tiina,

    It sounds like you're hitting the system limitation of 50 side conversations per ticket. I'm afraid at this time, there's no option to change this limit. I suggest that you create proactive tickets instead of child tickets when a side conversation isn't that necessary. If you have a moment, I would ask that you share your use case in our Community – the product feedback threads are frequented by our Product Managers, and starting a thread allows other Zendesk users to interact with your post and provide their input about similar workflow needs. You may also get in touch with us if you want to further discuss other alternatives. Our Advocacy folks may be able to provide some recommendations on how you can modify some parts of your workflow.

    Thanks Tiina!
    1
  • Thomas Loesch

    Hello, 

    As WhatsApp Connector suggested, it would be very helpful to have the possibility to create a side conversation child ticket with an end-user as a reporter directly. In other words, to be able to enter an end-user email addresse in the recipient field.

    For many reasons, it makes more sense to create a ticket than to send an email (SLA, automatic reminders, reporting, follow up stakes,...)

    Is it something coming up soon?

    1
  • Toby Sterrett
    Zendesk Product Manager

    Tiina A like Gab said, there is a limit of 50 side conversations in a ticket. I'd love to hear the use case you have for that amount of conversations in a single ticket. Can you provide some more details please? The community link Gab provided would be great for starting a discussion.

    Charlie T the current version of child ticket side conversations is designed for internal collaboration. The workflow is intended to be one where an agent working on a ticket can easily reach out to another team also using the Zendesk account by directly creating a ticket assigned to their group rather than sending them an email. That said, we've gotten the feedback that folks would also like to send child tickets to end users for various reasons. That will take some relatively significant changes to the way things work, since currently only public comments in the child ticket are sent back to the side conversation etc. We have ideas on how to do this for a future update. If possible, some more detail on why you want the child ticket to go to an end user would be great as well. Thanks.

    1
  • Kaan Sarilar

    Hey, I dont think it is possible at the moment but is there a way to automatically enable tags to be taken from the parent ticket and added into the child ticket the macro which creates the child ticket?

     

    We use macros a lot where I work and it would be super useful to be about to add into the macro, and transfer tags to child ticket. As we want to make agents' lives easier and its something that they can easily forget if its a manual task. 

     

    1
  • Sydney Neubauer
    Zendesk Luminary

    I agree with Jamie Noell https://support.zendesk.com/hc/en-us/articles/4408836521498/comments/4417530446106

    The ability to use the signature automatically would help us out!

    1
  • Alexia
    Zendesk Luminary

    It would be beneficial if the ticket's side conversation could be posted as an internal note instead of a public comment. If the Agent or department receiving the child ticket needs to reach out to the client, it could potentially lead to a disaster since once the requester is charged to the client, all conversations will become visible. 

    1
  • 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
  • Sini Juntunen (EMEA partner)

    Hi, we have had an issue with ticket side conversations, and I read that also couple of other users talked about it here in this thread, and Toby Sterrett also referred partly to the same workflow.

    The problem is that when we have a ticket side conversation where we change the requester to be an end-user, anyone who goes only to the mother ticket doesn't know that the requester of the side conversation has been changed. So the requester still seems to be the agent/group, even if it's some end-user. And if someone adds comments to the side conversation from mother ticket, they only go to the child ticket, but are not sent to the end-user requester, who they are supposed to go. So the whole conversation has to be done from the child ticket, in order for the end-user to be notified.

    Now we have to advice people not to change the requester in ticket side conversations, to avoid this problem.

    Could you please fix it so that the new requester shows also in the mother ticket, and that the new requester would also get the notification sent from the mother ticket's side conversation (not only from the child ticket)?

    And will it soon be possible to create a ticket side conversation for an end-user in the first place, so that we don't have to change the requester manually?

    1
  • Toby Sterrett
    Zendesk Product Manager

    Atul Upadhyay a condition of "Channel is side conversation" should filter down to child tickets.

    1
  • Ron de Vries

    Hi Toby Sterrett

    I read that Light agents cannot create, send, or be assigned side conversation child tickets. However I am able to pick our light-agents in the ticket to option in the pop-up. As you can't assign tickets to light agents; is there a way to hide the agents with light agent role from the to field? Since we can't remember every agent's role by heart. 

    Thanks! 

    Regards,

    Ron

     

    1
  • Charlie T

    Why is this restricted to agents rather than end users?

    I have tried the Linked Ticket app as a workaround but that doesn't copy attachments which is highly frustrating.

    I don't want an email side conversation, I want a child ticket to an end user. Why is this so hard to achieve?

    1
  • Sini Juntunen (EMEA partner)

    Thank you Dane! I got the notification working correctly now, but the problem that the new requester name doesn't update to the mother ticket after it has been changed is still continuing. I will create a support ticket about this issue, and let's see if they can fix this. Thanks for your help!

    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
  • 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
  • Stephen

    Hi Toby Sterrett,

    We have started using Side Conversation - Child Tickets as a means to escalate tickets between our L1 and L2 Support teams. To keep the content consistent, we use a macro.

    However, we would also require our agents to add the Ticket Form as part of the request.

    Are there any plans to allow the Child Tickets / Tags / Followers to be included when using a Macro? I think having the option to configure each of these as an option when creating a child ticket via Macro, would reduce the risk of a step being missed.

    0
  • 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
  • Ian Morgan

    Hi @...

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

    Best regards

    0
  • Dana B

    Hi all

    When a side conversation child ticket is replied to and the original ticket is closed, Zendesk does not create a follow-up ticket. Is there a trigger that can be added? If so, what is the recipe?

    Please advise.

    Thanks!

     

     

    0

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