Using side conversation child tickets

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6 Comments

  • Greg O'Neill

    We have started using this instead of the "Linked Ticket" app and are finding it very easy to use.

    One thing that has come up is that, as we also use the "Out Of Office" app, if the person that sent the side conversation is marked as unavailable, the person who has been sent the side ticket is not able to transfer it to someone else in their Group because it is picking up on the originator being unavailable.

     

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  • Ian Morgan

    We have just started using Side Conversations and I am going through the setups. I notice that you can mark a side conversation as 'Done' but the Child Ticket is not notified. How would I set up a trigger to notify the Child Ticket?

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  • Remi Saumet
    Zendesk Customer Advocate

    Hi Ian Morgan,

    Thank you for posting here, hope you are doing well today !

    Unfortunately, as per Trigger conditions and actions reference, there is no option to notify / use the Child Ticket in triggers when the side conversation on the parent ticket is marked as "done".

    I would encourage you to submit this feedback here : Feedback on Support for our product managers to review this feature.

    However, an idea could be to use the HTTP target (with the Tickets API endpoint) in trigger to notify the Child Ticket when the Side Conversation on the parent's ticket is marked as "done" > Closed.
    For example on the parent ticket, Condition : Side Conversation is Closed > Action : use a PUT method to notify/update the Child Ticket (inserting a comment for instance) with its own ticket ID.

    Nonetheless, bear in mind that I cannot accompany you any further on that approach as the usage of HTTP target is not supported. I just wanted to provide some potential workaround.

    Here are some additional resources :

    Finally, you can also have a look at our app : Linked Ticket that will allow you to create and link a ticket from an existing one. This might be another alternative to have a look at.

    Hope this helps! Have a great rest of your day.

    Best regards,

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  • Ian Morgan

    Hi Remi Saumet

    Thank you for your reply. I will submit the feedback as you suggest.

    Best regards

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  • Megan Lalock

    I just enabled the ability to use child tickets today in my instance. So far, this is great but there is one issue that I wanted to see if there was a workaround for it. 

    If I am having to reach out to multiple departments it would be nice if I could attach the comments from another child ticket to a new one for a separate department. Is there a work around for this so I don't have to go in and copy paste?


    Also- regarding the limitations for the notifications trigger: It would be really nice if we could get something that allowed us to exclude child tickets from this. Has anyone figured out a work around for this?

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  • Rafael Santos

    Hi Megan Lalock, you could add an exception to the trigger notification using the conditions "Channel IS Side-conversation" AND "Ticket IS Created".

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