Limitations of Side Conversation Child Tickets in Zendesk
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 through side conversations.
Additionally, child tickets assigned to private groups are visible to members who don't belong to the group. These limitations can affect how side conversation child tickets are used and managed within your organization.
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…
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…
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…
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…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
