Mia Smith

Likewise, our organization needs a similar use-case for trigger differentiation.

Our team uses Side Convo via Ticket for internal SOPs. For example, I will open a Side Convo via Ticket to direct an escalation to another department. The other dept will review the case and either reply on the side ticket for our team to handle or the parent ticket if they want to take over the parent ticket. Because both are “tickets," we already have triggers in place to notify the team when these tickets are replied on.

Our team uses Side Convo via Email for external communications (we are in the B2B space and often involve multiple parties on a specific case). There is no way for our team to know if a Side Convo via Email is replied on without proactively checking the ticket. Because of this, the Side Convo via Email is quite useless unless we are able to be proactively notified about it.

What we'd like to be able to do is set up a trigger where tickets with Side Convo via Email attached are re-opened. But not that same for Side Convo via Ticket. 

Hi Scott, we would like to be apart of the early adopter program. Thanks!