Side conversation updated if parent ticket is solved

Answered

Posted Mar 03, 2022

Is there any way to get notified in a side conversation, either via a comment or change of status, if the "parent ticket" is solved?

For us there is not really a point to check the side conversation if the parent ticket has been solved already

4 comments

Date

Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Mar 04, 2022

Hello Nadine‍

At this time, we don't have any trigger or automation to assist in sending alerts and updating the side conversation ticket based on the parent ticket's updates. Remi did however provide a workaround that your team can try as a response to a similar Community comment which you can check out here.

I've marked this conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.

In addition, I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post [https://support.zendesk.com/hc/en-us/community/posts/360004391547-Product-feedback-guidelines-how-to-write-a-good-feedback-post].

We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.

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Also, if you like, I can refer you to our Services team. They can build custom applications and other tools for your Zendesk when native functionality is not meeting your needs.