Triggers and other options to differentiate a Side Conversation Email and a Side Conversation Ticket
I would like to be able to set conditions for Side Conversations different to when it is an Email or a Ticket.
Current use case - I have a trigger to put a Ticket back into Open when a Side COnversation is replied to (the same as if a end user or agent were to reply to a comment on a ticket if it was in Pending or On Hold (or Solved)). However this is being activated currently when a Side Conversation Ticket is updated as well. I don't want the latter because the 2 tickets are working through their process of support and solution at different stages to each other however must stay linked because they are related.
We use Parent ticket when discussing issue with the End User/Consumer (B2C). Side Conversation ticket is created to speak with Retail Store the consumer purchased from. Store is also our customer (B2B). But we need to have separate conversations that each are not privy to to discuss the same issue eg product fault.
If I get a response from the Child ticket from the store for example, I don't necessarily want my Parent ticket status to change as I may have Solved it, and it goes back to Open.
I also think there will be other scenarios where differentiating the type of side conversation would be useful
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Hi Kelsey, thanks for the feedback! We've heard this from a couple other customers as well. We don't have a solution for this right now, but I think it could be interesting for a future enhancement. How would you envision the trigger conditions to look while setting these up?
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Hi, if I understand you question right - in the image I would like there to be 2 options for Side Conversation - Email and Side Conversation - Ticket OR Side Conversation > is > Ticket and then all the other conditions get added to the trigger. -
Ok great, that makes sense, thanks for clarifying.
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