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Enable setting requester and assignee for side conversation with child ticket



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Ahmed Zaid

Zendesk LuminaryUser Group LeaderCommunity Moderator

Posted Nov 18, 2024

Side conversations with child ticket is a powerful feature to organize parallel communication with different stakeholders regarding the same ticket. However, its potential is currently limited for internal communication. I would like simpler way to use it for external communication during ticket creation

What problem do you see this solving?

When I need to contact an external partner specific to the ticket, the most intuitive option now is side conversation with email, which has no reporting, searchability, or metric tracking. I have to lookup point of contact and add the email manually or use Child ticket and add the requester AFTER ticket creation. This makes the workflow complex to execute and prone to errors.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?

Side conversations with partners is used on daily basis. This can save hours every week and boost efficiency and quality. Every once in a while I realise that agents used an outdated email address or forgot to change the requester from themselves to the partner user in a child ticket.

Are you currently using a workaround to solve this problem?

Instructing the agents to use child ticket, add internal note first.for creation. A trigger and webhook sets the requester via API and custom object placeholders based on lookup field,  then agents add a consecutive public reply to deliver the actual message.

What would be your ideal solution to this problem? How would it work or function? 

* Add a requester and assignee field to the Side conversation via child ticket UI.

* Clarify/replace “To” field as it currently indicates that the future is only for internal communication

* Add a requester and assignee field to the Side conversation via child ticket action in Macros

* Expose lookup relationship fields that target users as an option in the requester field

* Enable copying ticket group and assignee to side conversation


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3 comments

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Aaron Doane

Zendesk Luminary

This same exact conversation just came up today with one of my agents. We have been using Side Conversations internally and are expanding it's usage to be more customer-facing. This would be an amazing enhancement. 

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Great idea!! +1 from me.

As a workaround, I have loaded these people as Light Agents and then created groups that they belong to, then The child ticket gets assigned to the group, all the members get a notification. The only catch is you need all the comments to be public, or there's a whole mess around people not seeing the internal replies. 

 

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Emily Reidy

Community Product Feedback Specialist

Hey Ahmed,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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