Katy Brimm

Zendesk 即将推出协作快捷对话子工单的增强设置。这些新设置可让您更好地控制子工单工作流程

此公告包括以下主题：

• 有什么变化？
• Zendesk 为何作出这项更改？
• 我需要做些什么？

有什么变化？

管理员现在可以通过以下方式配置子工单设置：

• 决定要在子工单上显示的评论类型。选择公开评论、内部注释、或匹配工单隐私。
• 允许在协作快捷对话中使用内部注释。
• 选择将协作快捷对话的状态与子工单同步。
• 选择可供专员（包括工单请求者）包含在子工单中的工单字段。此外，您可以将工单字段设置为始终复制到子工单。

新的子工单设置位于管理中心。

Zendesk 为何作出这项更改？

Zendesk 进行此更改旨在让您对子工单工作流程具有更大的灵活性和控制权。

我需要做些什么？

新的子工单设置将自动可用。要了解更多信息，请参阅配置协作快捷对话子工单设置。

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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.