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Add a native functionality to add public comments on a parent ticket from side conversations

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Contentful Team

投稿日時：2023年10月24日

I want to be able to post public replies from the child ticket created as a part of the side conversation to a parent ticket. 

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    Amie Brennan

    Hey Contentful Team

    You can already do this. Check out the doc here: Creating side conversations

    Look for the subtitle: Adding ticket comments to a side conversation

    This should help you with what you're looking for here. :)

    Best,

    Amie

     

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    Contentful Team

    Hi Amie, 

    Thanks for the feedback! 

    I see that the document you shared explains how to add comments to the child ticket in the side conversation but I do not see any information on how to do vice versa - add comments from the child ticket to the parent ticket. Is it possible as well? 

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    Paolo

    Zendesk Engineering

    Hi Daria,
     
    Thank you for posting your feedback!
     
    Unfortunately, adding a comment from the side conversation to the parent ticket is not possible at the moment. Side conversations are meant for discussions with a specific group of people, or to discuss a specific area of concern or course of action related to the parent ticket. One of its purposes is to avoid a long thread on the parent/original ticket and keep that ticket exclusively for communicating with the requester. You can find more information about Side Conversations here.
     
    If you'd like to update the parent ticket, you'll need to compose and send it directly on the parent ticket. 
     
    Best,
    Paolo | Technical Support Engineer | Zendesk

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