Configuring side conversation child ticket settings

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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>
</div>
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844206746" target="_blank">Side conversations</a> are spaces within a ticket where agents can have
a separate conversation with a specific group of people, or discuss concerns or a course of
action. A <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836521498" target="_blank">side conversation child ticket</a> is a separate ticket
that is subordinate to a side conversation. </p>
<p class="p">When you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832279962" target="_blank">activate side conversation child tickets</a>, you can also
configure additional options that offer more control over your workflows.</p>
<p class="p" dir="ltr">Related articles:</p>
<ul class="ul" id="topic_d5y_k4y_fdb__ul_amy_4k3_jdc">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832279962" target="_blank">Activating and deactivating side conversations</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836521498" target="_blank">Using side conversation child tickets</a></li>
</ul>
<p class="p">You must be an admin to configure additional child ticket settings.</p>
<p class="p"><strong class="ph b">To configure settings for side conversation child tickets</strong></p>
<ol class="ol" id="topic_d5y_k4y_fdb__ol_y4j_wk3_jdc">
<li class="li"><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_d5y_k4y_fdb__d9e1200" 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">Select the check box for <strong class="ph b">Turn on child tickets</strong> if it’s not already selected.</li>
<li class="li">Select a <strong class="ph b">Comment type</strong> to determine how replies appear on child tickets.<p class="p"><img class="image img-screenshot" id="topic_d5y_k4y_fdb__image_il5_gl3_jdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sc_child_ticket_settings_1.png" width="500"></p>
<p class="p">Choose from the following:</p>
<ul class="ul" id="topic_d5y_k4y_fdb__ul_a2w_hl3_jdc">
<li class="li">
<strong class="ph b">Public</strong>: Child tickets are started as public tickets, meaning that comments are
initially public replies. Agents can switch between public replies and internal notes in
the composer. This is the default behavior.</li>
<li class="li">
<strong class="ph b">Internal</strong>: Child tickets are started as private tickets, meaning that comments
are internal notes. Child tickets remain private and all replies are published as
internal notes regardless of ticket privacy.</li>
<li class="li">
<strong class="ph b">Match ticket privacy</strong>: Child tickets are started as private tickets, meaning
that comments are initially internal notes. When the child ticket is changed to a public
ticket (that is, when an agent changes the comment type to public reply and confirms
they want to make the ticket public), then comments are published as public
replies.</li>
</ul>
</li>
<li class="li">(Optional) In the <strong class="ph b">Private notes</strong> section, select the check box if you want to
include internal notes in child ticket conversations.<p class="p">Only agents can see these notes, not
the requester.</p>
</li>
<li class="li">(Optional) The <strong class="ph b">Status updates</strong> check box is selected by default. This option closes
the side conversation after the child ticket is solved and reopens it if the child ticket is
reopened. Its status changes are shown in the parent ticket’s <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829602970" target="_blank">events</a>.<p class="p">Deselect the check box if you don’t want to receive an
update when the child ticket is solved or reopened. </p>
</li>
<li class="li">(Optional) In the <strong class="ph b">Include recipient address</strong> section, select the check box to
include the original ticket recipient's email address in the child ticket.</li>
<li class="li">In the <strong class="ph b">Ticket fields</strong> section, select which ticket fields are available for agents
to include in child tickets.<p class="p"><img class="image img-screenshot" id="topic_d5y_k4y_fdb__image_bxy_rl3_jdc" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/sc_child_ticket_settings_2.png" width="500"></p>
<div class="p">Configure whether a field is included
by default or allow agents to select which fields to copy to child tickets. You can also
deselect both checkboxes for a field to prevent agents from copying the field to the child
ticket.<div class="note note">
<span class="notetitle">Note:</span> If you configure fields to be included by default, they're not included
when a trigger action creates a child ticket side conversation.</div>
</div>
<p class="p">If you want
to always include a field in a child ticket, select the field’s check box for <strong class="ph b">Include
by default</strong> and deselect the <strong class="ph b">Show selector</strong> check box.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836521498#topic_pyp_gcg_qtb" target="_blank">Copying fields to child tickets</a>.</p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
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