Light Agent Interaction with Side Conversation Child Tickets
Can light agents interact with side conversation child tickets?
Light agents in Zendesk have limited interaction capabilities with side conversation child tickets. They cannot create, send, or be assigned to these tickets. However, they can add private comments to an existing child ticket.
It's important to note that private comments made by light agents on child tickets do not appear in the side conversation interface of the parent ticket due to the inheritance pattern between parent and child tickets.
More related questions
What are side conversation child tickets in Zendesk?
Side conversation child tickets are separate tickets that are linked to a side conversation within a parent ticket. They are useful for tracking and measuring requests associated with a side conversation. When you create a side conversation child…
How do I create a side conversation child ticket in Zendesk?
Creating a side conversation child ticket in Zendesk is straightforward. In the Agent Workspace, open the context panel, click the Side conversations icon, and then click the plus sign (+). If you're using the standard agent interface, click the…
What data can be copied from a parent ticket to a child ticket?
When creating a side conversation child ticket, you can choose to copy certain types of ticket field data from the parent ticket. This includes followers, tags, and the ticket form with its field values. This copying of fields is a one-time event…
What are the limitations of side conversation child tickets?
Side conversation child tickets in Zendesk come with a few limitations. Notification emails will trigger twice, once for the originating side conversation and once for the child ticket. Agents need specific permissions to create child tickets…
How does the parent-child relationship work in side conversation tickets?
In Zendesk, the parent-child relationship between side conversation tickets means that the child ticket inherits replies from the originating side conversation. This relationship is invisible but crucial for maintaining the link between the two…
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