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Move ticket to Open with Side Conversation repply

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Daniel Rafeedie

Publication le 02 nov. 2023

We rely on the native functionality in ZD that if a customer replies to a ticket that is in pending, on hold or solved status, the ticket is automatically updated back to "open" status. 

Is it possible to extend this same functionality to a "side conversation?" For example, customer asks a question; we open side conversation (email) with our team and put the ticket in on hold status. Once our team replies to uor email, the ticket opens as the expectation is that it is no longer on hold and we're prepared to reply to the customer. 

 

Is this possible? 

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    Ester

    We use a trigger for that.

    The trigger sends an email notification about the side conversation to the agent assigned to the ticket and sets the case to Open.

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    Gabriel Manlapig

    Zendesk Customer Care

    Hi Daniel,
     
    It's possible that a ticket will reopen when someone responds to a side conversation, as long as the ticket is not yet Closed. This can be achieved via triggers. 
     
    For more information, you can check out and review this article:

    Setting up triggers for side conversations

    I hope that helps. Thank you!
     

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