Ability to create new tickets from a public-ticket reply | Community
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Idea Submitted

Ability to create new tickets from a public-ticket reply

Related products:Ticketing system (Support)
  • November 26, 2024
  • 8 replies
  • 0 views
Santino

Hi team - is there any feature on the product roadmap that will allow you to create a new ticket off of a public-reply from an existing ticket?

 

  • Use case: if you are working on a ticket and a customer raises an unrelated issue - being able to have an option to “Create new ticket from public reply” would be useful to easily transfer info/data into a new case
     
  • Being able to easily transfer attachments and files as part of this public reply, instead of manually saving + uploading all of the files into a new ticket

 

Similar to this feature that is already available in community re: you can create new Zendesk tickets from community posts, are there any plans or current features that can mimic this functionality for a public-reply on a ticket? Thank you.

 

Example:

Can this functionality please be replicated for Zendesk ticket comments or replies? 

    8 replies

    Aaron11
    • Aaron11
    • November 26, 2024

    Side Conversations work great for this! 

     

    Once this option is turned on in the Admin settings, you will be able to select the “Create Child Ticket” option from the little menu that pops up when hovering over a comment. 

     

    Newly added options allow you to copy the requester, ticket form, tags, and followers as well. 

     

    https://support.zendesk.com/hc/en-us/articles/4408836521498-Using-side-conversation-child-tickets

      Shawna11
      • Shawna11
      • Community Manager
      • November 26, 2024
      Hey Santino,
       
      Thank you for taking the time to provide us with your feedback. To my knowledge this is not a current feature on our roadmap however your feedback has been captured for our PM team to review further. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
        Scott12
        • Scott12
        • November 27, 2024

        Thats exactly what the child tickets (side conversations) can be used for. 
        But there is also a free add-on that you can use called “linked tickets” that can also do this.

        I
        • Ivan12
        • January 28, 2025

        Why are you proposing Side conversation child ticket while that thing has absolutely nothing to do with described use case!? Santino is talking about public reply from requester on an existing ticket and option to be able to create a new ticket from this public reply with either all or part of information that is already on the existing ticket. 

         

        We also need this and would appreciate it very much +1

        Sydney11
        • Sydney11
        • January 28, 2025

        +1 we would also like the ability to create tickets based on other comments. We have scenarios where someone will submit a single ticket for 10+ issues and we need to split them up to ensure the right team handles it. Having the ability to split tickets off would save so much time

          Scott12
          • Scott12
          • January 28, 2025

          Aaron and myself are simply suggesting a way to achieve what is being asked for with existing functionality. If you don't want to use it that's fine. 

          I
          • Ivan12
          • January 29, 2025

          No, what you are proposing is not a workaround and can not be used as a workaround for feature that is discussed here; neither is the Linked ticket app which is meant for a completely different scenario. 

           

          If you want to help, upvote and tell 10 of your friends to upvote 

          S
          • Sean33
          • March 12, 2026
          Thank you for taking the time to provide us with this feedback!
           
          This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
           
          Thank you again for your feedback and for being a valuable customer with Zendesk.
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