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Post a reply from child ticket in the side conversation to the parent ticket
Answered
Posted Oct 23, 2023
Hi there,
I'd like to post a public reply from the child ticket created as a part of the side conversation to a parent ticket. I'm thinking of using Webhook, and I assume I'd need to use automation but I need to figure out which conditions can help me accomplish this. The workflow would be every time a public update in a child ticket and a specific tag is added, post that public reply to the parent ticket.
I'd appreciate any advice!
Daria
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1 comment
Christine
While a Webhook can be used to add comments to tickets via triggers, this is not an officially supported workflow, as it can result in race conditions within the product causing updates to often not work as expected.
As this is outside of supported workflows, it is also beyond our scope of support for troubleshooting.
Effectively, while you are free to experiment with using webhooks/triggers to add comments to tickets, the functionality of this flow cannot be guaranteed, nor is it something we are able to provide guidance on.
To have a native functionality to add public comments on a parent ticket from side conversations, I highly suggest that you share this as a feature request with your use-case in Feedback - Ticketing System (Support) using the Product Feedback + Feature Request Post Template, our Product Managers are constantly reviewing suggestions submitted in our forum to be considered in our future updates.
Thank you!
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