Triggers based on the created follow-up tickets

10 Comments

  • Toby Sterrett
    Zendesk Product Manager

    Hi Marta Jacuk-Zurak, thanks for the heads up. We'll be updating the follow-up ticket creation to include the original ticket's received at information.

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  • Marta Jacuk-Zurak

    Hi Toby Sterrett,

    Do you know when I can expect that this will be updated? It is really important for my account that the side conversation follow-up tickets will land in my general group. Without having this in conditions it is impossible.

    Any ETA will be appreciated.

    Thanks

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  • Toby Sterrett
    Zendesk Product Manager

    Hi Marta Jacuk-Zurak please give it a try again, the follow-up tickets should now include the original received-at address.

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  • Marta Jacuk-Zurak

    Hi Toby Sterrett,

    Yes, it works now! :)

     

    Thanks

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  • Russell Milton

    Hi Toby Sterrett We're having the same issue here the side conversation follow up tickets are being created but they have no group so they appear in every group on our Zendesk.

     
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  • Skula, Peter

    Hi Toby, we are having the same problem, the side conversation follow up ticket is created without any group and everybody can see them.

    Is there a planned fix for this issue? Would you be able to share the timeline?

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  • Marta Jacuk-Zurak

    Hi Toby Sterrett,

    The functionality stopped working, now Side Conversation is not having included the original received-at address and again it is not assigned to my general group by the trigger.

    Instead, 'Collaboration Services Kragle' appeared.

    Could you please advise?

    Thanks

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  • Marta Jacuk-Zurak

    Hi Toby Sterrett,

    I have noticed that some improvements has been made:

    1. SC follow-up is created in the same group as 'parent' ticket - perfect

    2. SC follow-up form is the same as the 'parent' ticket - that is even better than my previous idea to set it up in the trigger.

     

    But, I still need to have ability to use SC follow-ups conditions in triggers/automation - do you know if this will be implemented soon?

     

    Thank you

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  • Toby Sterrett
    Zendesk Product Manager

    Hi Marta Jacuk-Zurak I'm glad these updates are making things work better for you. Does the "channel/update via side conversation" condition work for you in these cases for triggers/automations?

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  • Marta Jacuk-Zurak

    Hi Toby Sterrett,

    Thanks for the update! Yes, I can use it and it works great! Thanks! :)

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