| Announced on | Rollout starts | Rollout ends |
| November 14, 2024 | November 14, 2024 | November 20, 2024 |
Zendesk is introducing enhanced settings for side conversation child tickets. These new settings offer you more control over your child ticket workflows
This announcement includes the following topics:
What is changing?
Admins can now configure child ticket settings by:
- Deciding which comment type to show on child tickets. Select either Public comment, Internal note, or match the ticket’s privacy.
- Allowing internal notes in your side conversations.
- Choosing to sync the status of the side conversation with the child ticket.
- Selecting which ticket fields are available for agents to include in child tickets, including the ticket requester. Additionally, you can set ticket fields to always be copied to the child ticket.
The new child ticket settings are available in Admin Center.
Why is Zendesk making this change?
Zendesk is making this change so that you have more flexibility and control over your child ticket workflows.
What do I need to do?
The new child ticket settings are automatically available. To learn more, see Configuring side conversation child ticket settings.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.