Hi!
I am currently having issues with a trigger not working to add a tag to child tickets created.
The goal here is to be able to track the child tickets created as side conversations of a specific type of ticket apart from the parent tickets. They are two different tickets so having the tag on both tickets is not helpful. Here are the steps I've taken so far:
- Adding the action to add tags when using a macro to create a child ticket but the tag gets added to the parent ticket and not the child ticket that's getting created
- Trigger set to "Ticket" "is" "Created" + "Channel" "is" "Side Conversation" but this was not triggered to add the tag
- Saw that when creating a child ticket, you can have it inherit the tags of the parent ticket but that's not helpful because we want the tag to only be on the child ticket
- We are currently using macros to add the tags after the child ticket is created but it would be ideal to have this just be a trigger or automation to ensure that the tag will be added in case there is a human error not using the macro
If anyone has any insight on how to get this trigger to work, that would be amazing! Or if this is a feature that's coming soon, that would be even better.
Thank you!
Unfortunately, trigger conditions will not be able to help on your use case due to one of the condition will not be present on the Side Conversation ticket that will be created. That is the Ticket Type.
The only possibility is to use the group the the side conversation will be assigned to for the trigger condition. However, there will still be some steps that should be done manually.