Hi Side Conversations Product Team,
First off, I would just like to say the child ticket feature is going to be a major improvement to our workflows and I'm so glad you've taken this on. We are major users of the Linked Ticket app and the addition of child tickets to Side Conversations will remove many of the limitations we currently run into with Linked Tickets (only one child ticket per parent and lack of notification of updates from the child to the parent).
Some feedback on the current implementation to make it even better:
1. Allow Macros to initiate a child ticket - I know a couple of people have already raised this but I would like to add my voice to it. Why? Side Conversations gives us great flexibility with who we can communicate with, but we still need an element of structure to ensure we are communicating the right information to the right people 100% of the time. As a CX manager, I don't want to have my agents have to think about the who and what information should be sent to another team through a child ticket. I want them to have the option of selecting a specific workflow (macro) and that prepopulates everything they need (even if some of it is placeholders that they must then complete).
2. The ability to add additional information to the child ticket - Currently many of our workflows with the Linked Tickets app require us to select a specific form and complete form fields on the child ticket. We do this by clicking on the child ticket id post child ticket creation. This cannot be done in the Side Conversations EAP. Having a way to change a form and complete form fields for a child ticket from a parent would allow us to move all our current workflows to Child Conversations and sunset the Linked Ticket app. If it just means adding the Child ticket id to the parent ticket as a first pass, I am all for it.
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