Creating New Tickets from Closed Side Conversation Replies
Can I create a new ticket from a reply to a closed side conversation?
Yes, if a side conversation receives a reply after the main ticket is closed, a new ticket can be created.
This allows the conversation to continue without reopening the original ticket. You can use triggers to manage this process, ensuring that replies to closed side conversations are properly tracked and addressed.
More related questions
How do I close a side conversation in Zendesk?
To close a side conversation in Zendesk, simply change its status to 'Done'. This action doesn't affect the status of the main ticket, and it allows participants to continue adding replies if needed. To close a side conversation, open it and click…
Can I reopen a closed side conversation in Zendesk?
Yes, you can reopen a closed side conversation in Zendesk if needed. This allows agents to continue the discussion if new information or replies are received. To reopen a side conversation, open it and click the 'Reopen' button. This will remove…
What happens when I close a side conversation in Zendesk?
Closing a side conversation in Zendesk changes its status to 'Done', but it doesn't stop participants from adding new replies. The status change is primarily for the agent's benefit, helping them manage their tasks. It doesn't affect the main…
Do side conversations automatically reopen with a reply?
No, side conversations in Zendesk do not automatically reopen when a reply is received. Agents must manually reopen them if needed. If a side conversation was created via email, participants can still reply even if the main ticket is closed….
How can I receive email notifications for side conversations?
To receive email notifications for side conversations in Zendesk, you need to set up triggers. By default, agents only receive in-product notifications for side conversations. To get email alerts, create trigger conditions for events like creation,…
What is the purpose of the 'Mark Done' button in side conversations?
The 'Mark Done' button in Zendesk side conversations is used to close the conversation, changing its status to 'Done'. This action helps agents manage their workload by indicating that a side conversation is complete. However, it doesn't affect the…
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