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Feature Request: Side conversation - Automatic assignment of the ticket form from the parent ticket



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Josef Prandstetter

Zendesk Luminary

Posted Oct 04, 2023

In order to improve usability, our employees would like the ticket form to be automatically taken over from the parent ticket when creating a side conversation and not have to be taken over separately with the corresponding function, which is hidden for some users or they don't even know about it.

  • What problem do you see this solving?

Users create side conversations and do not assign the correct form. 
This leads to statistics being distorted and not providing correct results.

  • When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?

The problem occurs several times a week and requires manual monitoring and revision by the team leader - this is both unnecessary and expensive.

  • Are you currently using a workaround to solve this problem?

We have created a dummy ticket form as the first form, which is now automatically assigned by Zendesk when a side conversation is created. Additionally, we have created an extra ticket view for the team leaders that filters for tickets that use this dummy ticket form. 
We would like to avoid this workaround.

  • What would be your ideal solution to this problem? How would it work or function?

There should be a configuration option to automatically copy the ticket form from the parent ticket when creating a side conversation. 

In our scenario, 99% of the time the side conversation uses the same ticket form as the parent ticket.


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10 comments

+1

Next to the ticket form also the ticket fields (system and custom fields) should be inherited to the ticket created by a side conversion or child ticket creation.

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Sydney Neubauer

Zendesk Luminary

+1 or to even have it required to set a form before SC is created (it shows the forms available to the group or recommends the form). We have triggers set up specifically for SC when a ticket is created but it adds an additional trigger to be created for every group we use

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Shawna James

Community Product Feedback Specialist

Hi Josef, thank you for providing your feedback (and for using our new product feedback template, a HUGE help!). This has been logged for our PM team to review.
 
For others who may be interested in this feature request, please show your support by upvoting the post or adding your specific use case in the comments. Thank you again for taking the time to provide us with your feedback!

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+1 Thank you for mentioning it Josef Prandstetter

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Toby Sterrett

Zendesk Product Manager

Josef Prandstetter thanks for the feedback! Are you looking for something like a setting in the side conversations admin center that would toggle something like "Always include the parent ticket form in child tickets" that would automatically tick the existing option on side conversations? Then the agent could uncheck it if necessary. Or, do you not want them to be able to uncheck it?

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Josef Prandstetter

Zendesk Luminary

@...
In our use case, it would be desirable - as you have outlined - the parameter ""Always include the parent ticket form in child tickets" to be effective by default and for agents to only have an opt-out option.

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Aaron Doane

Zendesk Luminary

+1 on this. In addition to adopting the ticket form, it would be helpful to copy the ticket fields as well. It would be a huge time saver for teams that receive escalations via side conversations and would help escalations be more accurate in the process. 

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+1 for the parameter "Always include the parent ticket form in child tickets" to be effective by default and for agents to only have an opt-out option. It would be even better if we could set which fields should and should not be copied in the child ticket. That way we can exclude certain fields from being copied.

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+1 it would be nice to automatically inherit the form and the fields.

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+1 for this. I wonder about the many negative votes. Maybe the OP should state in the first sentence to have “the option”.

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