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Katy Brimm

Joined Sep 26, 2024

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Last activity Nov 14, 2024

Zendesk Engineering

Staff software engineer for side conversations

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ACTIVITY OVERVIEW

Latest activity by Katy Brimm

Katy Brimm created an article,

ArticleAnnouncements
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.

 child ticket settings in admin center, including options for comment types, internal notes, and status updates

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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.

Edited Nov 14, 2024 · Katy Brimm

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Katy Brimm created a post,

PostZendesk EAP - Side Conversations Child Tickets - Enhancements

We're excited to announce the conclusion of the side conversations child ticket enhancements EAP!

 

Thank you so much to all of our early adopters for their time and attention to detail while we finalized this set of changes. We're very excited to begin rolling these out to general availability starting at the end of this week.

Posted Nov 13, 2024 · Katy Brimm

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Katy Brimm commented,

Community commentZendesk EAP - Side Conversations Child Tickets - Enhancements

Hi Lauryna Naseviciute

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?

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.

 

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?

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!

View comment · Posted Nov 05, 2024 · Katy Brimm

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Katy Brimm commented,

Community commentZendesk EAP - Side Conversations Child Tickets - Enhancements

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?

View comment · Posted Oct 21, 2024 · Katy Brimm

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Katy Brimm commented,

Community commentZendesk EAP - Side Conversations Child Tickets - Enhancements

Hi, Stephen! Sorry for the delay here - I believe we resolved this question in a different channel. Is that correct?

View comment · Posted Oct 17, 2024 · Katy Brimm

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Katy Brimm commented,

Community commentZendesk EAP - Side Conversations Child Tickets - Enhancements

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.

View comment · Posted Oct 09, 2024 · Katy Brimm

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Katy Brimm commented,

Community commentZendesk EAP - Side Conversations Child Tickets - Enhancements

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.

View comment · Posted Oct 02, 2024 · Katy Brimm

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Katy Brimm commented,

Community commentZendesk EAP - Side Conversations Child Tickets - Enhancements

Scott Tynan  Assuming everything goes well with the early access period, we're planning on rolling these changes out to everyone starting November 1st.

View comment · Posted Sep 26, 2024 · Katy Brimm

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Katy Brimm commented,

Community commentZendesk EAP - Side Conversations Child Tickets - Enhancements

View comment · Posted Sep 26, 2024 · Katy Brimm

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Katy Brimm commented,

Community commentZendesk EAP - Side Conversations Child Tickets - Enhancements

Hi Stacy Robinson! Thank you for this report.

 

I can say that the “Jump to latest message” bug is something we're aware of and fixing. I'm going to open a separate ticket and reach out to you regarding the internal messages not threading back so we can get to the root of what's happening.

View comment · Posted Sep 26, 2024 · Katy Brimm

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