Instruction to the Side Tickets Premium features

The premium features of the Side Ticket apps take side ticket management to the next level. In addition to enabling the creation of multiple tickets at once, we’ve enhanced the "push and pull" functionality into a new "pick and pack" feature. This allows you not only to transfer content between tickets but also to edit the messages directly.

We’ve also upgraded the templates to support closed selection groups, giving you more control over exactly which groups tickets are shared with. Lastly, we’ve integrated the "Select and Address" app by Zendesk, allowing you to easily add email addresses from that app to your side tickets.

If you are searching for Basic features, please click here.

Premium features

1. Multi side tickets creation

In the premium version of the app, you can create several direct tickets in the direct ticket menu. To do this, you need to choose multiple requesters OR multiple assignees in the form.  

After pressing the “Next” button, you will see a new menu with every ticket which will be created in the result. You can change the subject, assignee or requester of each of the tickets. Press “Create as …” to create these tickets.

2. Pick&Pack function

With this feature, you can add a new comment to an existing ticket by transferring comments from main and side tickets to the current one. This way you can pack a new message to the customer with the answers from other side tickets. To access this feature, press the corresponding button in the ticket sidebar. 

The interface of the pick and pack feature is pretty much the same as in the direct ticket menu. You can choose the ticket to display its comments for copying and forwarding. 

3. Template management closed selection groups

You can define a selection group of assignees and requesters in the template management page for agents to choose from in the direct ticket menu. 

In the direct ticket menu, agents will be able to choose requester or assignee from defined selections or press more to access all requesters and assignees.

4. Integration with the app ‘Select an Address’. 

You can integrate side tickets with the "Select an Address" app to display sender options from this app, or fall back on default sender options if defined.

To do this, follow these steps:

1. Add the Installation ID of the "Select an Address" app:

   • To get the Installation ID go to your Zendesk subdomain: https://<your_subdomain>.zendesk.com/api/v2/apps/installations

   • Replace <your_subdomain> with your Zendesk subdomain.

   • Search the page for "Select an Address app" using Ctrl/Cmd + F.

   • Locate the corresponding installationId.

2. Add the Installation ID:

   • Copy the installationId.

   • Paste it into the relevant setting field in the integration app.

Once this is done, the "Sender" field in the side ticket menu will display email options pulled from the "Select an Address" app. These options will be automatically filtered based on the current user’s group.

If you have any questions or suggestions related to this app, please get in touch with us at app-support@leafworks.de or via our contact form.