Understanding Side Conversation Child Tickets in Zendesk
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 ticket, it creates a new, separate ticket that is assigned to a specific agent or group.
These child tickets maintain a parent-child relationship with the originating side conversation, meaning replies in the side conversation are added to the child ticket as public comments. However, child tickets do not inherit other ticket data like status or tags from the parent ticket. For more details, check out theoriginal documentation.
More related questions
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…
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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