Ticket templates and placeholders set up

Ticket templates

If you regularly open side tickets on specific topics, it always makes sense to use ticket templates. They are an easy way to save time and transfer data from main to side tickets - with just a few clicks.

First, open the Side Tickets app from the sidebar in your Zendesk instance. This will take you directly to the template editor. There you can set the subject, visibility to groups, status, form, priority, and other properties.

Management of custom fields

You can also specify custom fields and decide whether the value should always be copied from the main ticket to the side ticket. This can be, for example, the ID of a customer account, order, or similar, which will now be applied to all side tickets below it.

Placeholders

Placeholders are another great way to automatically transfer data from the main ticket to side tickets. This way, you can transfer information such as the original subject of the ticket, user information (phone, name) or even the creation date of the main ticket. Placeholders can be used in the "Subject" field as well as in the "Description" field.

You can find an overview of all placeholders here.

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.