Using side conversation child tickets

Return to top

50 Comments

  • Gabriel
    Zendesk Customer Care
    Hello Kaan,

    I hope all is well! Unfortunately, it is not possible at the moment to replicate ticket tags when using side conversations. We have acknowledged your feedback!

    Thanks!
    0
  • Sini

    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
  • Dane
    Zendesk Engineering
    Hi Sini,
     
    You can actually change the requester of the side conversation and any replies on the side conversation should be received by the new requester.
     
    I have tested it directly on my end and it worked perfectly. Maybe I'll just share all the trigger I utilized for this workflow and compare it with the one you have. 
     

    The screenshot above was the interaction on the side conversation. As you can see, the end-user "Neutral CX" was able to respond to the agent which indicates the notification was received.
     
    You will need to check the trigger that sends a notification to the requester and CCs on the ticket. There's a possibility that this is the one causing it due to some conditions that will not fire on the ticket created from side conversation. You'll need to check your ticket events to determine what are the triggers that should fire but didn't.
     

     

    0
  • Sini

    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
  • Tiina A

    Hello! Is there a limit to how many side conversation tickets can one parent ticket have? We have noticed that after 50 tickets, you are not able to save new ones and get info "This conversation can't be sent right now". So can this be a temporary issue or is there this 50 child ticket limit?

    0
  • Basrur Sandesh Kamath

    Was there any kind of documentation change in regards to Side conversation API to use child tickets we are trying to enhance our Collab app to use child ticket creation on click but looking for more documentation. 

    0
  • 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
  • Gab Guinto
    Zendesk Customer Care
    Hi Basrur,

    There are no major updates to Side conversations in Zendesk and the documentation. You can refer to our developer docs over here: Side Conversations API, and the side conversation Events and Attachment reference.
    0
  • 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?

    0
  • 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
  • Tiina A

    Toby Sterrett I have made a post to the community as requested. Thanks for checking this :)

    0
  • 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

    0
  • Gab Guinto
    Zendesk Customer Care
    Hi Basrur,

    I also didn't find anything from the available documentation on ZAF that might help achieve this. If you have time, I would suggest that you post on the Developer Community topic. The Developer Support who monitors those threads have more in-depth knowledge of our platform tools and might be able to provide possible answers and solutions. This may also give you the opportunity to have other developers to share their insight as well. Thanks Basrur!
    0
  • Sydney Neubauer

    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!

    0
  • Atul Upadhyay

    We are try to create a view for all child tickets. Is it possible? If yes then what condition do I need to write?

    0
  • Toby Sterrett
    Zendesk Product Manager

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

    1
  • Dana

    Hi All

    We have just replaced using the Side Conversation>Email to Side Conversation>Ticket to engage our Programming group regarding bug/programming requests. It is working AMAZINGLY, however the only issue is if you start to create a Side Conversation>Ticket and you have to click off to get information from another ticket, the Side Conversation>Ticket is gone. This is not the same as Side Conversation>Email as you could leave the ticket on your screen and return to it. Being we are a busy support center, often the agents are in the middle of an email to Programming and have to accept a call, then return to the email to Programming after the call. With the Side Conversation>Ticket information not there, the agent has to start over.

     Is there a way around this or can this be added as a programming change?

    Thanks!

    Dana

     

     

    0
  • 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
  • Dana

    Thank you Toby Sterrett.  Is there a ticket number that I can follow or has it been fixed? Please let me know.  

    Thanks!

     

    0
  • Brian Gilman

    When creating a child ticket via side conversation, is there a way to have the first comment be an internal note instead of a public comment?  Additionally, we'd like the requester to be inherited from the parent.  

    0

Please sign in to leave a comment.

Powered by Zendesk