Understanding follow-up tickets for side conversations

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7 Comments

  • Denielle Booth

    How do we disable this? What if we don't want a follow-up ticket to be created?

    2
  • Cheeny Aban
    Zendesk Customer Care

    Hi Denielle,

    Thank you for writing a comment on our Community.

    As of the moment, there is no native way to disable follow-up tickets yet. We understand your need for this functionality so I'll mark this as product feedback.

    I've taken a look and found that other users are discussing similar needs here: Disable / Un-check 'Create follow-up' option

    You can up-vote that original post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

    Specific examples, details about impact, and how you currently handle things are the most helpful things to share to help our product teams understand the full scope of the need when working on solutions.

    We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.

    All the best

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  • Caitlin Whitney

    Is there any way to control who the follow-up ticket is assigned to?  In our case, it's often a different team that is creating the side-conversation on the closed ticket, and we'd like the resulting follow-up ticket to be assigned to the side conversation creator and not the original ticket assignee.

    0
  • Dainne Lucena
    Zendesk Customer Care

    Hi Caitlin Whitney

     

    We currently have an article posted by the Zendesk team which would walk you through on how to set up follow-up tickets to retain the original ticket assignee: How can the follow-up tickets retain the ticket assignee?

    I recommend testing it out first so you can see what conditions would work best for your team's workflow with the side conversation follow-ups. Let me know if you have any additional questions!

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  • Caitlin Whitney

    Thank you @Dainne Lucena, but this article is about standard follow-up tickets and not follow-ups to Side Conversations on Closed tickets.  For follow-ups to Side Conversations on Closed tickets, Zendesk automatically creates a new ticket for the side conversation and assigns it to the same group/assignee of the original ticket, regardless of who created the side conversation.  I would like to disable this automatic group/assignee behavior during the creation of the Side Conversation Follow-up.

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  • Adrian Bishop

    Hi,

    This: -

     

    Note: Follow-up tickets are not created if a side conversation within a child ticket is updated while the parent ticket is closed. For more information about the parent-child relationship of tickets, see About side conversation child tickets.

     

     

    Is causing us a real problem, why does this not work???

    Side conversation tickets are being responded to when the main ticket is closed but those replies are going nowhere. This is really poor, is there an alternative solution to this?

    0
  • Dainne Lucena
    Zendesk Customer Care

    Hi Caitlin Whitney

     

    Side conversation follow-up tickets still function the same as normal follow-up tickets. They retain the ticket details but not the assignee. Like in this sample follow-up side conversation ticket, it kept the details but the assignee is " - ".

     

    You may have a business rule (trigger or automation) that is automatically assigning the ticket to a group or agent even though it is a side conversation. I recommend checking the ticket event logs to review what added the assignee to that ticket. 

    Hi Adrian Bishop

    At the moment it is a system limitation. However, I do agree that it would be a nice feature to have. 

    In addition, I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

    Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post.




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