Morten Steinmejer

HI Toby,

Yes, something like that. I´ve only breifly looked into child tickets, but it sounds like it.

I would like a view where (1) I can group "comment" type (agent / end user) , and (2) filter by "latest reply by end user", so the latest reply by the end user goes to the top. 

Currently it is only possible to group based on updater type, which it not working because I want to see who replied the last time, so if I update something without replying, that view will dissapear since I just did make an update. I don´t want to filter by "latest update by requester", as there can only be 1 requester. So if another end user replies the ticket, it doesn´t get updated. I don´t want to use "latest update" either since that includes my own updates. 

I´m not exactly sure what a child ticket is, but probably yes. 

It´s not merged into the exiting communication in the ticket, but separated as a side conversations of some sort. 

I usually use side conversations for internal communication, and the main thread for external communication. When someone from the organization ask for an update (or provide info) that goes into Zendesk, I would like to merge that ticket as a side conversation on the existing ticket with the client.