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Bug - Public comment from child ticket does not appear in side conversation of parent

Eric Kramer

I ran into an issue today where the public comments in my child ticket did not appear in the side conversation of my parent ticket.  Below is the process I followed to get to that state:

  1. Started with a ticket in Group A that was unassigned to any agent.
  2. From this ticket, I created a child ticket from the side conversation dropdown. NOTE: I am not assigned as an agent in Group A.  I also created the child ticket in Group B assigned to myself.
  3. From the child ticket, I posted a public comment.
  4. Back on the parent ticket, I could see that my comment showed up in the comments section and also in the side conversation preview.
  5. When I opened the side conversation, the only visible comment was the initial comment that created the child ticket.

 

6 Comments

  • Toby Sterrett
    Zendesk Product Manager

    Eric Kramer did the message also not appear in the side conversation after a browser refresh?

    0
  • Eric Kramer

    I'm not sure exactly what fixed the issue, but I did notice the comments were there the next day.  Unfortunately, I shut my computer down at the end of the day, so I'm not sure if a simple refresh would have resolved the issue or not.  Next time I see an oddity like that I'll make sure to try a browser refresh.

    Thanks!

    0
  • Toby Sterrett
    Zendesk Product Manager

    We think we may have found an issue that caused the initial failure to update, thanks for the report. It looks as though it's more of a bug when the side conversation is open and the child ticket is updated, but like you found, refreshing the browser clears it up. We'll work on a fix.

    0
  • Stef Viveen

    Dear Toby,

    We encounter the same.
    Only here refreshing does not help and all users that visit the tickets encounter the same.
    Same symptom different bug?

    Two things that might have caused the issue in our case:

    1. Child ticket has already 100 messages on it (maxed out?)
    2. A ticket was merged into the child ticket. After this no more messages were received on the side conversation of the parent ticket.

    We would really appreciate it if you would look in to this.
    Account assumption is no problem, let me know.

    Child ticket 383858
    Parent ticket 380605
    1
  • Stef Viveen

    Dear Toby,

    I have received notification of the same issue again.

    The assignee of the Child ticket updates the ticket with a public comment.
    The public comment is not received on the parent tickets' child conversation.

    Not just with one message on the child ticket but for all messages that follow after the issue occurs.

    Child ticket 385328
    Parent ticket 383779

    Account assumption is still activated for you!

    0
  • Stef Viveen

    Dear Toby,

    We have run into an error again!
    Not sure if side conversation tickets is still in EAP but this is critical to be honest:

    1) Message sent via Child ticket 417649

    2) Message not received on Parent ticket 417590

    0

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