What is the Child Ticket Side Conversations EAP?
PinnedThe Child Ticket Side Conversations EAP introduces the ability to start side conversations with groups or agents within your Support instance by creating a child ticket assigned to them.
When you create a ticket from a side conversation, the new ticket is subordinate to the original ticket. There is an invisible connection between the originating side conversation and the child ticket. When an agent replies to the originating side conversation, the replies are added to the child-ticket as public replies, and when an agent from the assigned group in the child ticket makes a public reply it will arrive in the originating side conversation. However, internal notes on the child ticket will remain internal to that group and not be sent to the side conversation. This will let the assignees of the child ticket work as they normally would with the originating agent essentially acting as the requester on the ticket.
Use case example
Here’s an example of how you might use this new feature.
If an agent is working on a ticket that requires an approval from the Legal team and that team also works within Support, the side conversation can be assigned to them. This will create a new ticket that is assigned to the Legal group, which will then appear in the appropriate views where the legal team can triage and handle it however they normally would.
As the Legal team works on the ticket, any public comments they make will be sent back to the originating side conversation. Any internal notes or side conversations they make will remain in their ticket.
This workflow will let agents leverage any other team working in Support to get the assistance they need while letting those teams retain their existing processes and workflows. It also ensures that all communications are consolidated in Support, leveraging existing workflows and keeping everything in one place for posterity and reporting.
Any limitations?
This is a relatively early release of this functionality, and as such we'll be looking forward to your feedback and bug reports. Currently there following limitations are in place:
- Some text formatting between the side conversation and ticket might not translate 100%. It’s something we’re working on.
- The child tickets have the agent as the requester, which means they’ll likely get email notifications when the child ticket is updated with public comments based on triggers that may be in place.
- We’re still working through ways to indicate that the side conversation is linked to a child ticket and vice versa. We’ll be releasing updates around this and would love to get your feedback on what works best.
- Some of the text associated with this new functionality may be English only for a while at the beginning of the EAP. If you require additional language support we'll be working to add support soon after.
How do I sign up?
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I am looking forward to have this!
[We’re still working through ways to indicate that the side conversation is linked to a child ticket and vice versa] -
Hi - would this provide a solution to SLAs for Light Agents? Because the Side Convo would have Public Responses?
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Mitsuhiro Furuta we're hoping to have the indicator on the child ticket in the near future.
Kelsey Davis can you explain what you mean a bit more? That said, though, since light agents can't make public comments they won't be able to reply on the child ticket in a way that will come back to the side conversation.
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Loving our initial testing of this.
Would be great to have side conversations created based on a Trigger or Macro.
e.g. a macro/trigger for a New Employee ticket generates a side conversation with Facilities, IT and other relevant teams to complete their portion of a setup. -
Hey Grant Foster, glad you're enjoying side conversations so far! We don't yet have a trigger action to create side convos, but it is possible to initiate them via macros. Within the macros configuration there are actions for side convos based on which channels you have active. You can configure these actions to set the recipient(s), subject, and body, and you can use placeholders within them to get dynamic data in there. Here's some more info on using macros.
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Toby Sterrett, I think Grant Foster is referring to the lack of support to create a side conversation via ticket with a macro. We can currently use macros to create a normal side conversation via email, but the option to create a child ticket with a macro is not there.
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Ah, thanks Tyler Lamparter, you're right. The ability to initiate child ticket side conversations via macro is something we're still working toward.
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Sorry for the lack of clarity and thanks Tyler Lamparter for clearing it up - definitely what we're after. Child ticket side conversations via macro (and via trigger) would be fantastic in our setup.
Good to know there is work going into it :)
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I see where there is a pathway to click into the parent ticket from the child, but I don't see a quick pathway to click into the child ticket from the parent ticket which seems like it would be useful. Forgive me if I'm missing something! Is that functionality planned?
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