Currently, it looks like light agents cannot create child tickets via the side conversations dialog. Interestingly, they can add comments to an already created side conversation but that comment is not posted to the child ticket.
It would be really handy if light agents could create child tickets via side conversations. An example use case would be if a Product Owner (light agent) was reviewing a ticket and determined that input was needed from another team. It would be great for the Product Owner to be able to create the child ticket right there and have the two tickets linked.
Adding the ability for light agents to create/update child tickets via side conversations would be ideal. However, if light agents are not going to be able to create/update child ticket side conversations, then it would be best to not allow them to update the conversation at all. The ability to update the conversation and not have the info show up in the child ticket is just asking for trouble.
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