Enabling side conversation child tickets

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<div class="note fastpath" style="margin-right: 0px;">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Workspaces &gt; Agent tools &gt; Side
conversations</span>
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<p class="p" dir="ltr">If you are an administrator, you may want to enable side conversation child
tickets, which allows agents to create separate tickets that are subordinate to a side
conversation and that are assigned to a specific agent or group. </p>
<p class="p" dir="ltr">For an explanation of what side conversation child tickets are, and the inheritance
pattern between parent and child ticket side conversations, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836521498#topic_gql_rlg_2nb" target="_blank">About side conversation child
tickets</a>.</p>
<p class="p">This article includes these sections:</p>
<ul class="ul" id="topic_d5y_k4y_fdb__ul_f2x_xfl_qmb">
<li class="li"><a class="xref" href="#topic_nfr_wlg_2nb">Workflow example about side conversation child tickets</a></li>
<li class="li"><a class="xref" href="#topic_ldl_ylg_2nb">Enabling side conversation child tickets</a></li>
<li class="li"><a class="xref" href="#topic_z1g_bmg_2nb">Ticket trigger conditions for side conversation child tickets</a></li>
</ul>
<p class="p">Related articles:</p>
<div class="p">
<ul class="ul" id="topic_d5y_k4y_fdb__ul_pqg_gmg_2nb">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836521498" target="_blank">Using side conversation child tickets</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408830838170" target="_blank">Side conversation resources</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846166426" target="_blank">Defining OLA policies using internal SLAs and child ticket side
conversations</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_nfr_wlg_2nb">
<h2 class="title topictitle2" id="ariaid-title2">Workflow example about side conversation child tickets</h2>
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<p class="p" dir="ltr">Here’s an example of how you might use side conversation child tickets.</p>
<p class="p" dir="ltr">If an agent is working on a ticket that requires an approval from the Finance
team and the Finance team also uses Support, a side conversation can be assigned to the
Finance team. This creates a new ticket that is assigned to the Finance group, which then
appears in the appropriate views for the Finance team, so they can triage the ticket and
handle it however they normally do. </p>
<p class="p" dir="ltr">As the Finance team works on the ticket, any public comments they make are sent
back to the originating side conversation. Any private comments (internal notes) or side
conversations they make stay on their ticket. </p>
<p class="p" dir="ltr">This workflow lets agents leverage any other team working in Support to get the
assistance they need, while letting those teams retain their existing processes and
workflows. It also ensures that all communications are consolidated in Support, leveraging
existing workflows and keeping everything in one place for posterity and reporting.</p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ldl_ylg_2nb">
<h2 class="title topictitle2" id="ariaid-title3">Enabling side conversation child tickets</h2>
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<p class="p" dir="ltr">Side conversation child tickets are disabled by default. If you want to use this
feature, you must select the <strong class="ph b">Enable child ticket</strong> option in your Admin settings
first.</p>
<p class="p" dir="ltr"><strong class="ph b">To enable side conversation child tickets</strong></p>
<div class="p">
<ol class="ol" id="topic_ldl_ylg_2nb__ol_mkq_ylg_2nb">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_ldl_ylg_2nb__d8e1082" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Side
conversations</strong>.</span></li>
<li class="li" dir="ltr">Scroll down to the <strong class="ph b">Side Conversations</strong> section.</li>
<li class="li" dir="ltr">Select <strong class="ph b">Enable child tickets</strong>.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Save tab</strong>.</li>
</ol>
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<p class="p">Once you have enabled side conversations child tickets, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846166426" target="_blank">define OLA policies using internal SLAs and side conversation child
tickets</a>, if needed.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_z1g_bmg_2nb">
<h2 class="title topictitle2" id="ariaid-title4">Ticket trigger conditions for side conversation child tickets</h2>
<div class="body">
<p class="p" dir="ltr">When side conversation child tickets is enabled, the following trigger condition
is available: </p>
<p class="p" dir="ltr"><strong class="ph b">Update via + Is + Side conversation</strong></p>
<p class="p" dir="ltr">If you have a trigger with this condition, the trigger fires when a side
conversation child ticket is updated because an agent replied to the originating side
conversation and the reply was also added to the side conversation child ticket as <em class="ph i">public
comment</em>. </p>
<p class="p" dir="ltr">If side conversation child tickets is disabled, you won’t see this trigger
condition in your account.</p>
<p class="p" dir="ltr">For information about other trigger conditions you can use with side
conversations, see the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893545882" target="_blank">Ticket trigger conditions and actions reference</a>.</p>
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