Trigger Conditions for Side Conversation Child Tickets
What trigger conditions are available for side conversation child tickets?
When side conversation child tickets are enabled, a specific trigger condition becomes available.
The condition is 'Update via + Is + Side conversation', which fires when a side conversation child ticket is updated due to an agent's reply. This reply is added as a public comment to the child ticket. If side conversation child tickets are disabled, this trigger condition won't appear in your account. For more trigger conditions, see the Ticket trigger conditions and actions reference.
More related questions
How do I enable side conversation child tickets in Zendesk?
To enable side conversation child tickets in Zendesk, you need to adjust your Admin settings. First, navigate to the Admin Center and click on Workspaces in the sidebar. Then, select Agent tools followed by Side conversations. Scroll down to the…
What are side conversation child tickets in Zendesk?
Side conversation child tickets in Zendesk allow agents to create separate tickets linked to a side conversation. These child tickets are assigned to a specific agent or group, enabling teams to handle tasks independently while keeping all…
Can I automate field population when creating a child ticket in Zendesk?
While you can't directly populate fields like forms and custom fields when creating a child ticket, there are workarounds. You can set up triggers to automatically fill in ticket information based on specific keywords in the child ticket. For…
How can I suppress email notifications for side conversation replies in Zendesk?
To suppress email notifications for side conversation replies, you can modify Zendesk's default triggers. By creating a specific trigger for side conversations or adding a condition to an existing trigger, you can prevent emails from being sent to…
Are there limitations for agents with private comment permissions using child tickets?
Yes, there are limitations for agents with only private comment permissions when it comes to creating child tickets. Agents need permission to make public comments to create side conversation child tickets. This limitation is similar to the Light…
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.
