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Configuring side conversation child ticket settings



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Colleen Hall

Zendesk Documentation Team

Edited Dec 05, 2024


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6 comments

Hi,


When did we go live with the feature of copying parent tickets requester to child ticket


Also, did we turn it on by default for everyone?

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Colleen Hall

Zendesk Documentation Team

Hi Tabish Khan, the new child ticket settings (including the option to copy the requester) began rolling out on November 14, 2024 and were available to to everyone on a plan with side conversations by November 20, 2024. Please see the announcement for more information. 

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Sydney Neubauer

Zendesk Luminary

Are you able to explain what the benefit would be around these options? Is it for SLA reasons? Visibility? If you can please explain what benefit is offered for each, that can help us determine which one we want to use

  • Public: Child tickets are started as public tickets, meaning that comments are initially public replies. Agents can switch between public replies and internal notes in the composer. This is the default behavior.
  • Internal: Child tickets are started as private tickets, meaning that comments are internal notes. Child tickets remain private and all replies are published as internal notes regardless of ticket privacy.
  • Match ticket status: Child tickets are started as private tickets, meaning that comments are initially internal notes. When the child ticket is changed to a public ticket (that is, when an agent changes the comment type to public reply and confirms they want to make the ticket public), then comments are published as public replies.

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Does this mean that now it is possible to use the ticket file with agent light? in order to maintain communication between departments only?

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Hi Colleen,

 

Is it possible to copy fields to the child ticket via Macro? For context, our agents currently apply a Macro which creates the child ticket automatically, but it does not create the child ticket as the same form. I would like the form of the original ticket to copy to the child ticket but not sure if this is possible via Macro? 

Thanks

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