Ticket number of child ticket not included in the parent ticket

15 Comments

  • Marta Jacuk-Zurak

    Hi Toby Sterrett,

     

    I agree with Russell Milton, few basic details would be enough - ticket number, link to child/parent ticket, status

     

    Thanks

    1
  • Adrian Bishop

    This would be really useful, it looks like you can now see the parent ticket in the child ticket but not the other way around?

    1
  • Russell Milton

    This would be a really useful feature.

    0
  • Toby Sterrett
    Zendesk Product Manager

    Hey Marta Jacuk-Zurak and Russell Milton this is something we've been thinking about. Is the ticket number the main thing you're interested in? Would it be useful to have a link to the resulting child ticket as well? What about the status of the child ticket?

    0
  • Russell Milton

    hi Toby Sterrett I think a few basic ticket details would be great, (Ticket Number w/ link to new ticket, Ticket Group And Status)

    0
  • Marta Jacuk-Zurak

    Hi Toby Sterrett,

    I see that the information about Child ticket is still not visible in Parent ticket - do you have any ETA for this feature?

    Thanks

    0
  • Stef Viveen

    Hi Toby,

    I think I would be great for all Child tickets/side converstations if we could change the email/ticket subject after ticket creation and not only upon creation. 
    Any possibility this will be introduced?

    0
  • Toby Sterrett
    Zendesk Product Manager

    Adrian Bishop Marta Jacuk-Zurak we have the work mostly completed, we're waiting on a dependency to be fixed before we can ship it to production. Hopefully it won't be too long, but it's somewhat out of our control.

    Stef Viveen We don't currently have plans for this, but are you thinking that the subject change would cascade down to the child ticket (for child ticket side convos)?

    0
  • Marta Jacuk-Zurak

    Hi Toby Sterrett,

    I have checked, and this feature is not implemented yet, do you know when it will be available?

    Thanks

    0
  • Toby Sterrett
    Zendesk Product Manager

    Marta Jacuk-Zurak the underlying dependency fix is still outstanding and I don't have a solid date for when it should be fixed yet, unfortunately.

    0
  • Marta Jacuk-Zurak

    Hi Toby Sterrett,

    Thanks for the heads up, I will be checking it from time to time. Hopefully, it will be done within a month or so.

    0
  • Mèlanie Stouten

    Hi!

     

    I see there is a link now in the parent ticket to the child ticket but not he other way arround. It this a feature that might become available as well?

     

     

    0
  • Toby Sterrett
    Zendesk Product Manager

    Mèlanie – the child ticket should have a yellow bar at the top of the ticket that says "Side conversation from ticket #1234" are you not seeing that?

    0
  • Mèlanie Stouten

    Hi Toby, 

     

    No I don't see this. I only see in the side conversation of the parent ticket a link: 

     

    In the child ticket I see no yellow bar, only that the ticket is created via side conversation: 

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Mèlanie,

    I'm going to create a ticket on your behalf so our team can dig into this further.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

    0

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