Katy Brimm

Zendesk는 사이드 대화 하위 티켓에 대한 향상된 설정을 도입합니다. 이러한 새 설정을 통해 하위 티켓 워크플로우를 더 잘 관리할 수 있습니다.

본 발표에서는 다음과 같은 주제를 다룹니다.

• 무엇이 변경되나요?
• Zendesk에서 이러한 변경을 하는 이유는 무엇인가요?
• 어떻게 해야 하나요?

무엇이 변경되나요?

관리자는 이제 다음 방법으로 하위 티켓 설정을 구성할 수 있습니다.

• 하위 티켓에 표시할 댓글 유형을 결정할 수 있습니다. 공개 댓글, 내부 메모 또는 티켓 프라이버시와 일치를 선택합니다.
• 사이드 대화에서 내부 메모를 허용합니다.
• 사이드 대화의 상태를 하위 티켓과 동기화하도록 선택할 수 있습니다.
• 상담사가 티켓 요청자를 포함하여 하위 티켓에 포함할 수 있는 티켓 필드를 선택할 수 있습니다. 또한 항상 하위 티켓에 복사되도록 티켓 필드를 설정할 수 있습니다.

새 하위 티켓 설정은 관리 센터에서 사용할 수 있습니다.

Zendesk에서 이러한 변경을 하는 이유는 무엇인가요?

Zendesk는 하위 티켓 워크플로우를 더 유연하게 관리할 수 있도록 이러한 변경 사항을 적용하고 있습니다.

어떻게 해야 하나요?

새 하위 티켓 설정은 자동으로 제공됩니다. 자세히 알아보려면 사이드 대화 하위 티켓 설정 구성하기를 참조하세요.

이 발표와 관련된 피드백이나 질문이 있으시면 고객 제품 피드백을 수집 및 관리하는 커뮤니티 포럼을 방문하세요. Zendesk 제품에 대한 일반적인 지원은 Zendesk 고객 지원팀에 문의하세요.

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.