Katy Brimm

Zendesk está introduciendo una configuración mejorada para los tickets secundarios de conversaciones secundarias. Esta nueva configuración le ofrece más control sobre los flujos de trabajo de tickets secundarios

Este anuncio incluye los siguientes temas:

• ¿Qué va a cambiar?
• ¿Por qué Zendesk va a hacer este cambio?
• ¿Qué debo hacer?

¿Qué va a cambiar?

Los administradores ahora pueden configurar los tickets secundarios de la siguiente manera:

• Decidir qué tipo de comentario mostrar en los tickets secundarios. Seleccione Comentario público, Nota interna o Haga coincidir la privacidad del ticket.
• Permitir notas internas en las conversaciones secundarias.
• Elegir sincronizar el estado de la conversación secundaria con el ticket secundario.
• Seleccionar qué campos de ticket están disponibles para que los agentes los incluyan en los tickets secundarios, incluido el solicitante del ticket. Además, puede configurar los campos de ticket para que siempre se copien en el ticket secundario.

La nueva configuración de tickets secundarios está disponible en el Centro de administración.

¿Por qué Zendesk va a hacer este cambio?

Zendesk hace este cambio para que tenga más flexibilidad y control sobre los flujos de trabajo de los tickets secundarios.

¿Qué debo hacer?

La nueva configuración del ticket secundario está disponible automáticamente. Si desea más información, consulte Configurar los ajustes de los tickets secundarios de conversaciones secundarias.

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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.

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!

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?

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

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.

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.

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

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

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.