How the Side Tickets App works

This Zendesk app makes it easy to create or link multiple side tickets which are connected to the original Zendesk ticket. This improves the Zendesk side conversations. You can easily synchronize comments and attachments between all Zendesk tickets, either as a public or private reply. The linked tickets also provide better information visibility. The agents don't need to jump through all the tickets in order to find that one piece of important information.

For more details regarding Zendesk ticket templates and placeholders check our short Guide article.

Overview

Sometimes it's necessary to have multiple parallel communication streams to follow up on one initial Zendesk ticket or case. For example this could be:

Different internal or external departments
Government institutions
Any third party involved in the ticket case
Associations related to the requester
Lawyers or business consultants

Instead of contacting every party and gathering the desired information manually, the communication gets organized in one easy to handle Zendesk ticket thread. This will improve and simplify the agents workspace, speed up the internal and external communication and reply times to the customer, which will result in a higher customer satisfaction.

You can also create Zendesk ticket templates where you can assign Zendesk ticket properties, e.g. ticket priority, ticket status, etc., and sync custom field data between tickets. Use placeholders as a quick way to transfer data between Zendesk tickets. By using templates during side ticket creation, you're streamlining your communication with other teams, and speeding up the overall customer support process.

Features

Create and link side tickets with the original inquiry
Push or pull comments and attachments between Zendesk tickets and choose if those comments are public or private
Create and use Zendesk ticket templates in your side tickets to save time with repeating side tickets. For example: if an initial ticket requires you to request information from a third party and the message will be always in the same format
Define ticket properties in the ticket templates (e.g. form, priority, status, etc.)
Use placeholders in your ticket templates

App inquiries

Contact us if you have any questions, comments, or feature requests regarding this app.

About Leafworks

At Leafworks we build custom apps and bring value to your Zendesk implementation project. Feel free to get in touch with us regarding your Zendesk-related challenges. We are happy to develop your Zendesk app. As Zendesk implementation advanced partner & premier partner we look back on long-term and extensive experience.

Our team consists of Zendesk implementation consultants, developers and creatives. We are looking forward to your project. Book a free consultation here. We are happy to hear from you.

More from Leafworks

Contact

Mail: zendesk@leafworks.de Web: www.leafworks.de

Side Tickets by LEAFWORKS

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