Create a workflow to keep tickets with a side conversation open. 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

Create a trigger that adds a tag to your tickets when a side conversation is created.

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

  4. Click Create trigger

    Trigger setup that adds tags to 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

Create a trigger that reopens your ticket when the status changes to Solved, and the tag from the first trigger appears on the ticket.

  1. Create a trigger
  2. Under Meet ALL the following conditions, add the conditions:
    • Ticket > Ticket status | Changed to | Solved
    • Ticket > Tags | Contains at least one of the following | side_conversation_created
  3. Under Actions, add Ticket > Ticket status | Open

  4. Click Create trigger

    Trigger setup to reopen the parent ticket of side conversations

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

Create the last trigger that removes the tag when the side conversation closes.

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

  4. Click Create trigger

    Trigger setup that removes the tag when side conversation is closed

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