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