Sequencing Child Tickets (premium version only)
Child tickets that are created from a template can spawn new tickets when they are either solved or approved. For example, you may have a request to setup a New Hire and the first child ticket could be to have the New Hire sign paperwork. Only when the agent confirms that the paperwork has been signed (either by solving the ticket or approving) will the rest of the on-boarding tickets be created.
Steps for Setup
- Please click on the Myndbend icon in the left sidebar of Zendesk, followed by the "Ticket templates" in the navbar on the left side of the app.
- Find a template you want to add sequenced events to, click on 3 dots on the right side, then click modify.
- In the edit window that pops up, locate these fields:
The Sequence Event can either be Solved, Approved, or Partially Approved (if enabled in the App Settings). The Sequenced Template or Set would be the template or set of templates that would be invoked when the ticket created from the initial template is Solved, Approved or Partially Approved.
Once set up, you will see the below message displayed below your template.
When you add the first child ticket from your template (first in sequence) and solve or approve that ticket, you will then see the additional tickets get created after about 30 seconds.