Installation guide for the Side Tickets app.

The installation process for the Side Tickets app is straightforward. When installing the app in your Zendesk instance, setup options will vary depending on your selected plan (Standard or Premium).

Follow these steps to configure the app:

1. Set the project name, Side Ticket tag, and project ID prefix.

   • Default settings are available, but you can customize these according to your preferences.
     

2. Configure functional options

   • Autofresh: Enable or disable this feature to automatically refresh project changes.

     Note: Autofresh transfers the logic from the main ticket to a newly created side ticket. However, fields of already created side tickets do not get updated when ticket fields in main ticket are changed. 

      

   • Push/Pull of comments as both public & internal replies. Push & Pull allows you to transfer content between the main and side tickets.

      

1.  

2. Set Side Ticket behavior

   • Empty Side Ticket Creation: Decide whether to allow creation of side tickets without predefined templates.

   • Status Sync: Choose whether status changes in side tickets should update the status of the main ticket.

     Note: This is useful if you're using one side ticket per main ticket. It may lead to confusion if using multiple side tickets per main ticket.

   • Side Ticket Status Options: All standard Zendesk statuses are supported.

3. Premium plan only

   • Integrate the "Select An Address" app by Zendesk to select email addresses directly for side tickets.

4. Set role and group restrictions

   • Define roles and groups within your Zendesk environment (e.g., Admins, Billing Admins) for better role-based control and visibility.

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.