**Important** - When a new request or action-item is needed from a different group or person as part of an existing Zendesk ticket, best practice is to create a Child Ticket via a Side Conversation. There are 2 types of Side Conversations:
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Side Conversation Ticket – This option should be utilized when there is an action item needed from another group on an existing ticket. By creating this request as a side-conversation, you are creating a separate but linked ticket that will remain open for the intended group until resolved.
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- This ensures that the separate request does not fall off the radar of the intended group due to assignment issues on a single ticket.
- The side ticket will always maintain a link back to the original request for easy tracking and reporting.
- You can choose which person or group the ticket will be assigned to using the drop-down menu option.
- You have the option of copying select or all notes from the existing ticket to the new ticket, as well as the option to keep the original tags, followers, or form from the existing ticket.
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Side Conversation Email – This option should be utilized when you want to keep a conversation containing sensitive content separate from the original ticket comments OR when you simply have a question or are requesting related information from another group or 3rd party.
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- By creating a side conversation email, you can easily track open conversations and requests separate from the clutter of the main ticket body.
- This option also prevents internal communication with sensitive content from accidentally being sent to a customer.
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Please refer to the following diagrams for steps to create a side conversation: