Recent searches
No recent searches
What is the Side Conversations Child Tickets - Enhancements EAP?
Posted Sep 20, 2024
This Early Access Program includes a set of enhancements to child ticket side conversations. This batch of changes is intended to offer more control over child ticket workflows.
Parent ticket requester
Agents can copy a parent ticket's requester to a child ticket along with other ticket fields.
Side conversation access
Agents can interact with child ticket side conversations the same way they can interact with any other channel - if they can access the parent ticket, they can respond to the side conversation regardless of the child ticket's group or visibility settings.
An agent's reply to a side conversation appears on the child ticket's conversation log with an indication that it came from a side conversation.
Child ticket settings
New child ticket settings are now available in the side conversations page in Admin Center. When child tickets are enabled, these settings allow admins to customize certain aspects of child ticket workflows.
Comment types & private notes
Historically, child tickets have been public tickets. This new setting allows two new behaviors:
- Internal where the child ticket is started as an internal ticket. All side conversation messages are published as private notes regardless of ticket privacy
- Match ticket status where the child ticket is started as an internal ticket. All side conversation messages are published as private notes until the ticket status is changed to public. From that point forward, all new side conversation messages become public comments.
There's an additional setting to include private notes in your side conversation threads.
Status updates
A side conversation's status is now automatically updated when its child ticket is solved or re-opened. This can be toggled off in the settings.
Using triggers on child ticket status updates
When the "Status updates" setting is on, a side conversation will be set to closed when its child ticket is resolved. This can be used to trigger a change on the parent ticket such as an email notification or a status update without requiring action on the side conversation.
Ticket Fields
Determine which fields are available for agents to include in child tickets as well as turn fields on or off by default.
Always including a ticket field
We can always include a ticket field with the following setting configuration:
- "Include by default" is set to true
- "Show selector" is set to false
In this case the field will show in the list of fields to be copied to the child ticket, though its selector will not be visible. The field will always be copied to new child tickets.
7
18 comments
Stephen
Hi,
This sounds incredible. My team uses Child Tickets extensively as part of escalations between L1 and L2, and these updates look like they may resolve a big portion of the pain points we experience.
How can I signup for this? I am very excited!
0
Scott Tynan
When will this be available for Pod 25?
0
Lydia C
Hi @... , Would you mind re-share the link to access this EAP? I cannot find it.
Thanks.
0
Tobias Hermanns
Will Custom Fields be available at any time? Right now we using Macros with Custom Fields to start Side Conversation with the fields we need, can this be changed?
Does any enhancement planned on Attachments in Side Conversation to take over in future from Parent Ticket?
Thanks!
0
Jahn
Hello Toby Sterrett - do you mind sharing the link to join the EAP for this one please or is this going to be applied automatically in our instance?
0
Katy Brimm
Stephen Lydia C Jahn
The link for the EAP sign up can be found here: https://support.zendesk.com/hc/en-us/community/posts/8056861590810-How-do-I-sign-up-for-the-Side-Conversations-Child-Tickets-Enhancements-EAP
1
Katy Brimm
Scott Tynan Assuming everything goes well with the early access period, we're planning on rolling these changes out to everyone starting November 1st.
0
Scott Tynan
How do I stop it from making the parent ticket requester the requester of the child ticket? I need the old default of the agent being the requester but I can;t find a setting for that specifically?
0
Katy Brimm
Scott Tynan Disabling including the requester by default should restore the original behavior. If that doesn't address the problem, let me know and I'll open a ticket to investigate further.
1
Scott Tynan
Weird, I didn't have that selected. However, I toggled it on/off yesterday and it doesn't seem to be an issue any more.
0
Bruno Gabriel
Hi, I subscribed for the beta. I am not sure how Zendesk includes accounts to test, I will receive an e-mail of acceptance or rejection?
0
Katy Brimm
Hi Bruno Gabriel! It looks like your account was enrolled in the beta yesterday. You should have received a welcome for the address you signed up with.
0
Mark Pinfold
Great work and solid steps in the right direction.
Would it be plausible to assume that Zendesk are working on capacity to copy over data of custom fields into Child tickets?
This would be the droids we are looking for.
0
Francis Casino
Yes, it is plausible to assume we at Zendesk are continuously working on enhancements to improve the functionality and user experience of our products, including the ability to copy over data from custom fields into child tickets. The ability to transfer information seamlessly between parent and child tickets is a common request from users, as it can significantly streamline workflows and improve data consistency.
If this feature is part of an upcoming enhancement or Early Access Program (EAP), it would be aimed at providing users with more flexibility and efficiency in managing their tickets. We appreciate your feedback and interest in this capability, as it helps us prioritize features that meet our users' needs.
0
Katy Brimm
Mark Pinfold - Child tickets currently support copying a parent ticket's ticket form and associated field values. The help center talks more about that here: https://support.zendesk.com/hc/en-us/articles/4408836521498-Using-side-conversation-child-tickets#topic_pyp_gcg_qtb
Does this address your needs? Or is there more nuance here that you could give me?
1
Tobias Hermanns
Katy Brimm Mark Pinfold
I have the same request, we have Custom Fields, with Products, Serial Numbers whatever, which may need go outsource any carry over! So I would also like to see Custom Fields able to add.
0
Lauryna Naseviciute
Hi, I have a few questions about ‘Using triggers on child ticket status updates’ and private and public comments.
- The options we have in triggers are pretty limited (Created/Closed/Replied to/Reopened) and I couldn't say they work all the time. For one, when the Child ticket is Solved, it doesn't trigger the action set in the trigger or is it supposed to trigger the action when the Child ticket is Closed (which by default happens after 4 days)? Could you clarify what could be the use case for action when the Child ticket is closed after 4 days?
- The possibility to use private comments in side conversations. How does it interact with the triggers? The issue I see with using internal notes in SC is that I cannot reopen the parent ticket using triggers, once the Child ticket is Replied to with an internal note. We'd like to use internal notes for child tickets, but they don't seem to work with triggers. Or should they work in this EAP?
I'll await your comments.
0
Katy Brimm
Hi Lauryna Naseviciute
These enhancements in this EAP include a change that allows child ticket status changes to reflect on the side conversation. This means that when a child ticket is solved or closed, the side conversation will be closed as well. Given this, you should be able to use the "Side conversation is closed" trigger to update the parent ticket when a child ticket is solved.
This EAP offers the option to include internal notes in your side conversations. When an internal note is threaded back to a side conversation, it has the same behavior as regular ticket comment and should activate triggers under the same conditions.
Please let me know if this doesn't address your concerns or if you have further questions!
0