Set up the Side Tickets App

For the right app set up in the Zendesk Admin Center, feel free to read our Installation guide. 

Once the app has been set up in the admin center, you can start setting up your side ticket templates in your Zendesk instance. 

In this article, you will find information on how to create a Side Ticket template and how to create a Side Ticket at all.

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.

How can I create a Side Ticket template?

Once you navigated to the Side Ticket app on the left handed navigation bar in Zendesk, the template menu opens. Follow the steps to set up your side ticket template:

1. Add the template name

2. Decide which color the template should have in the ticket side bar

3. Activate or deactivate the toggle in order to decide if all groups should be able to see that particular template in the side bar

4. Define the Side Ticket subject and message

• Activate or deactivate the toggle in order to decide whether the side ticket message should be an internal or public reply

5. [Optional] Set a standard sender for the side tickets

6. Activate or deactivate the toggle for the direct ticket menu.

• This menu will open once you are creating the side ticket in the main ticket view. You will see how it look like in the next section about to create a side ticket

7. Define the requester and/or assignee 

You can even define multiple requesters and assignees in the premium version.

8. Set-up optional fields 

• Define Followers
• Choose predefined tags
• Select a brand, form, status, priority and type of request
• Add custom fields to the template

How can I create a Side Ticket?

Before you begin, make sure you’ve already created your Side Ticket templates. Once your templates are set up, you can use the Side Ticket app directly from the ticket view in Zendesk.

1. Open the Side Ticket App

• Navigate to the right-hand side of the Zendesk ticket view.

• Click on the Side Ticket app icon in the side navigation panel.

2. Choose a Side Ticket Action

Inside the app, you'll see a dropdown to create a Side Ticket. From here, choose one of the following options:

1. Create a New Side Ticket

   • Use a template or start from scratch (depending on your app settings).

2. Link an Existing Ticket

   • Attach an already existing Zendesk ticket as a side ticket to the main ticket (more information here).

3. Convert Current Ticket into a Side Ticket

   • Turn the current ticket into a side ticket under another main ticket.

3. Direct ticket menu during the side ticket creation

If you've enabled the Direct Ticket Menu toggle, this menu will automatically open when you start creating a side ticket.

If you're using the Premium version of the app, you'll have access to the Pick & Pack feature. This lets you:

• Copy and edit content from one ticket to another before sending it.

Available in both Standard and Premium versions, the Push & Pull feature allows you to:

• Copy content directly into another ticket without making any changes.

4. Publish side ticket as public or internal reply

After setting everything up in the Direct Ticket Menu, you can choose how the side ticket reply should appear:

• Use the toggle in the top right corner of the side ticket content to mark it as either an internal note or a public reply.

5. [Optional] Save state of direct menu configuration 

Creating multiple side tickets can take time. If you need to pause your work:

• Use the Save option to store your current progress.

• You can return and finish creating the tickets later without losing any setup.

6. Create the side ticket in any available ticket status

Side tickets can be created in any ticket status, including:

• New

• Open

• On-hold

• Pending

• Solved

Before creating them, review the information in the Direct Ticket Menu to make sure everything looks right.

7.  Push & Pull function in direct ticket menu

The Push & Pull feature (included in both Standard and Premium) lets you move messages and internal notes:

• From the main ticket to side tickets, or

• From side tickets back to the main ticket

When pushing a message, use the toggle in the top right corner to choose whether it's posted as an internal note or a public reply.