Duplicating conversations & attachments into a sub-ticket

This article focuses on the specific use case where you want the conversation of the parent ticket added into the initial description of a sub-ticket.

This can be really useful if you have members of your team that aren't agents in Zendesk, but you still need to discuss conversations with customers internally with them. 

Of course, there's nothing stopping you from just manually creating a sub-ticket and copying in the stuff you want to talk about, but this will get you there a lot faster.

If you are unfamiliar with setting up a ticket template to create a sub-tickets, we have an article you can read here to learn the basics.

To set this up there are 3 steps:

1. Create a ticket template.

2. Insert placeholder/code into the comment field.

3. Test it out!


Step 1: Create a ticket template.

To do this first click the tasks icon, then under ticket templates click 'Add ticket template' like this:


Step 2: Insert placeholder/code into the comment field.

Once you're done setting up your template, simply add the placeholder {{ticket.latest_comment_rich}} or {{ticket.latest_public_comment_rich}} into the comment section.


If you want to copy more than just the latest comment and be able to customize how it looks, you can input your own code by using the following as a starting point.

{% for comment in ticket.comments %}<hr><b>{{comment.author.name}}</b> - {{comment.created_at_with_time}} {% if comment.is_public %}(Public){% else %}<span style="background-color:yellow">(Private)</span>{% endif %}
{% for attachment in comment.attachments %}<a href='{{attachment.url}}'>{{attachment.filename}}</a><br>{% endfor %}{% endfor %}

Purple: Label whether a comment is public or private where the latter is highlighted in yellow.

Green: Input the comment text.

Orange: Copy attachments and input as a URL.



Step 3: Test it out.

Now all that's left is to create a sub-ticket with your ticket template whether this is manually or automatically when a task list is added. The results of both examples are below.





Hopefully, this gives you an idea of what you can do with ticket templates. If you have any questions about anything not mentioned here that you would like to know if it's possible, please don't hesitate to contact us at support@sweethawk.co.






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