Creating a Child Ticket in Zendesk

Introduction

This guide will walk you through the process of creating a child ticket in Zendesk. By following these steps, you will learn how to initiate a side conversation and view your unsolved tickets effectively.

Step-by-Step Instructions

Accessing the Feedback Ticket

To begin, navigate to the ticket for which you want to create a child ticket.

We're going to create a child ticket in Zendesk

Adding a Side Conversation

Next, you will add a side conversation to the ticket. Look for the option to add a side conversation.

If I go over here and add a side conversation

Creating a Ticket from the Side Conversation

Click the plus sign and select the option to create a ticket in the side conversation.

I'm going to click this plus sign and I'm going to hit ticket

Sending the Side Conversation

In the text box, type your message, for example, “I have an onboarding question,” and then hit send.

Viewing the Sent Side Conversation

You will see that the side conversation appears in your ticket view. Note that it is not sent to the member but is visible to you.

And it's not a real ticket, but we're going to hit send

Checking All Unsolved Tickets

To check the status of your created ticket, go to your ticket views and select "All unsolved tickets."

And then in my ticket views, if I go to all unsolved tickets

Verifying the New Ticket

You should now see the new ticket in the unsolved section, confirming that it has been successfully created.

I just had this I have an OA question that showed up

Conclusion

You have now learned how to create a child ticket in Zendesk through a side conversation. By following the steps outlined in this guide and referring to the provided screenshots, you should feel confident in managing your tickets effectively.