How can I create new side tickets without a template?

Templates are a good and time-efficient way to create side tickets for repetitive processes or frequently occurring communication streams. Nevertheless, every now and then there are requests that cannot be handled via template, e.g. because they are too unspecific or because actors are involved that are not normally part of the communication stream. Here you will find a short tutorial on how to create a side ticket without a template as an agent or as an administrator.

For agents

• Go to the corresponding main ticket
• In the drop-down menu of the Side Tickets app, select "Create child ticket".
• Select "Empty ticket"

-> If you do not see the "Empty ticket" option, contact your administrator and refer to this article.

For Administrators

If you want to create new side tickets without using an existing template, proceed as follows:

• Navigate to Admin Center - Zendesk Support Apps - Change Settings.
• Tick the "Allow empty side tickets without template" box
• Go back to the Main Ticket and reload the page
• Now you will find the option "Empty Ticket" under "Create Child Ticket" in the template selection.

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.