Enabling side conversation child tickets

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6 Comments

  • Jacob Bergman

    Hi,

    Thanks for this feature! How do I create a trigger that opens the parent ticket on reply of the child ticket? 

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  • JC Hall

    This feature is not listed in Settings\Tickets as described.

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  • Dave Dyson
    Zendesk Community Team

    Hi JC -

    Sorry for the confusion! Side Conversations are included in our Suite Professional and above plan levels (as indicated by the graphic at the top of this article). If you subscribed to our standalone Support product prior to February 1, 2021, you may still be able to purchase the Collaboration Legacy Add-on by contacting our Sales team via the link in this article: About Zendesk product legacy add-ons

    Otherwise you'd need to upgrade to our Suite. See How can I update my subscription?

    I'm sorry I don't have an easier answer for you, but I hope that at least clarifies the situation.

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  • Jorge Moreno

    Hi all,

     

    Haven't been able to read through all the comments, so I'll ask myself:

    Is there a way to populate fields like form and custom fields when creating a child ticket? IF I want to send a ticket to another team, I would like to be able to populate them correctly, so they fall under the right views and the receiving team doesn't need to manually edit them every time, is this possible? I don't even see the option to do it through macros.

     

    thanks!!

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  • Austin K
    Zendesk Customer Advocate

    Really good question Jorge Moreno:

    There wouldn't be any ticket forms or custom field editing available when initially creating the child ticket beyond the assignee/group, subject and ticket description but: We could get somewhat close by setting up triggers to look for specific key words in child tickets and have that ticket info automatically added by triggers once the child ticket has been created.  

    For example: With a ticket subject like "Technical Support: Please assist", you could create a trigger that looks for "Subject text > contains the following string > technical support" and have its ticket form automatically changed to a tech support-related form.

    Otherwise for a slightly more manual but precise approach, you could quickly open the child ticket once it's been created by clicking on the newly visible internal note in the parent ticket. From there, you'd be able to apply macros or modify ticket info as needed before the receiving team makes their way to the child ticket.

    Thanks again Jorge, and let us know if there's anything else we can help out with!

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  • Jorge Moreno

    Thanks Austin! I had thought of both, but trying to avoid automating based on manual work, any typo would cause the trigger to fail in this case, which is why I mentioned macros as another option. It is for a highly sensitive project (complaint handling) and failure to comply in this case can have serious consequences, so we need to make sure that the pipeline is pretty solid and escalable.

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