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  • Toby Sterrett
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    Tobias Hermanns would something like an update via type of "Side conversation" available in trigger conditions suffice for this type of workflow?

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  • Tobias Hermanns
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    Hi Toby,

    we need to test it out, for example:

     

    Side Conversation "update via" or "create via" or even Channel is Side-Conversation.

     

    Then we can add a tag like "side-conversation" and add this into Zendesk build in SLA to detect right metrics.

     

    Tags are quite important to get out of CREATION from Side Conversation Tickets.

     

    We also want to give it a seperate FORM (Side-Conversation) from here, the "Parent fields" like Software Version, Customer Callback Number should be able to clone.

    If not possible, then Agent may get a short Form and just fill out 2-3 fields.

    But here we may have a button in Forms to view all details on Parent Ticket, something like that.

     

    /Tobias

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