Workflow: Prevent tickets with open side conversations from being solved

Create a workflow to keep tickets with a side conversation open. The workflow includes the steps below:

Step 1: Create a trigger to apply a tag to your tickets tickets with side conversations

Create a trigger that adds a tag to your tickets when a side conversation is created.

Create a trigger

Under Meet ALL the following conditions, add the conditions:

Ticket > Side conversation | Is | Created

Ticket > Ticket | Is | Updated

Ticket > Tags | Contains none of the following | closed_side_conversation

Under Actions, add Ticket > Add tags | side_conversation_created

Click Create trigger

Step 2: Create a trigger to reopen the parent ticket if that ticket status is changed to Solved and the tag appears

Create a trigger that reopens your ticket when the status changes to Solved, and the tag from the first trigger appears on the ticket.

Create a trigger

Under Meet ALL the following conditions, add the conditions:

Ticket > Ticket status | Changed to | Solved

Ticket > Tags | Contains at least one of the following | side_conversation_created

Under Actions, add Ticket > Ticket status | Open

Click Create trigger

Step 3: Create a trigger to remove the tag if the the side conversation is closed

Create the last trigger that removes the tag when the side conversation closes.

Create a trigger

Under Meet ALL the following conditions, add the conditions:

Ticket > Side conversation | Is | Closed

Ticket > Tags | Contains at least one of the following | side_conversation_created

Ticket > Update via | Is | Side conversation

Under Actions, add:

Ticket > Add tags | closed_side_conversation

Ticket > Remove tags | side_conversation_created

Click Create trigger