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Daria11
Daria11
October 24, 2023
Question

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

  • October 24, 2023
  • 3 replies
  • 22 views

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. 

3 replies

Amie11
Amie11
Newcomer
October 25, 2023

Hey @daria11

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

 
Amie Brennan
Daria11
Daria11Author
October 25, 2023

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? 

Paolo14
Paolo14Employee
Employee
October 30, 2023
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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