The 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.
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.
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