Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Agent |
Partly, and which part depends on the kind of side conversation. The ones that create a child ticket can be reported on; side conversations over Slack or email are not captured the same way.
Which ones can you report on?
A side conversation that opens a child ticket leaves a ticket you can count, in the Support - Tickets dataset. The child carries its parent's number in its Ticket external ID, in the form zen:side_conversation:..., so a calculated attribute can pull the parent ID out and group the children by it.
That gives you how many side conversations a ticket generated, and the time spent on them. What it does not give you is Slack and email side conversations, which do not produce a child ticket to count.
What will not work?
You cannot report on the parent ticket's own metrics or attributes while using that parent ID attribute. So "resolution time of tickets that had a side conversation" is not a report you build this way, even though that is the comparison the attribute looks as though it offers.
The practical route is tagging: tag the ticket when a side conversation is opened and again when it is answered. Tags report cleanly across every channel, they cover the Slack and email cases too, and they make the stalled ones visible: an open side conversation with no movement for days is a ticket waiting on somebody nobody has chased.
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