Workflow: Preventing tickets with open side conversations from being solved

What's my plan?

This article explains how to create a workflow to prevent agents from solving tickets with an active side conversation.

The workflow includes the steps below:

• Step 1: Create a trigger to apply a tag to your tickets with side conversations
• Step 2: Create a trigger to reopen the parent ticket if that ticket status is changed to Solved and the tag appears
• Step 3: Create a trigger to remove the tag if the the side conversation is closed

Step 1: Create a trigger to apply a tag to your tickets tickets with side conversations

This trigger will tag your tickets when a side conversation is created.

1. Create a trigger.
2. Name your trigger > add any Category.
3. Under Meet ALL the following conditions, add these conditions:
   • Ticket > Side conversation | Is | Created
   • Ticket > Ticket | Is | Updated
   • Ticket > Tags | Contains none of the following | closed_side_conversation
     
4. Under Actions, add:
   • Ticket > Add tags side_conversation_created
     
5. Click Create trigger.

Step 2: Create a trigger to reopen the parent ticket if that ticket status is changed to Solved and the tag appears

This trigger will reopen your ticket when the status changes to Solved and the tag from the first trigger appears on the ticket.

1. Create a second trigger.
2. Name your trigger > add any Category.
3. Under Meet ALL the following conditions, add these conditions:
   
   • Ticket > Ticket status | Changed to | Solved
   • Ticket > Tags | Contains at least one of the following | side_conversation_created
     
4. Under Actions, add:
   • Ticket > Ticket status | Open
     
     
5. Click Create trigger.

Step 3: Create a trigger to remove the tag if the the side conversation is closed

This last trigger removes the tag if the side conversation closes.

1. Create a third trigger.
2. Name your trigger > add any Category.
3. Under Meet ALL the following conditions, add these conditions:
   
   • Ticket > Side conversation | Is | Closed
   • Ticket > Tags | Contains at least one of the following | side_conversation_created
   • Ticket > Update via | Is | Side conversation
     
4. Under Actions, add:
   • Ticket > Add tags | closed_side_conversation
   • Ticket > Remove tags | side_conversation_created
     
     
5. Click Create trigger.

For more information, see these articles:

• About side conversations
• Understanding follow-up tickets for side conversations