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Workflow trigger for side conversation replies

Related products:Core InboxWorkflows
  • November 26, 2025
  • 1 reply
  • 19 views
M

I’d like to be able to trigger a workflow if there’s a reply to a side conversation on a ticket. Currently the only action that’s taken on a conversation is ‘waking up’ the ticket from a snoozed state. Not all of our teams use the snooze feature, many of them use the ticket state instead. We have a ticket state that indicates we’re waiting on a third party, so ideally we’d be able to set the ticket to this ticket state and when the side conversation is replied to, I could then trigger a workflow to change the state of the ticket and also alert the assignee that the ticket needs attention. 

 

 

1 reply

J
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  • Jill Bragg
  • Connector
  • May 6, 2026

Hey Team!

I’m curious if you have any ideas or workarounds related to what Molly said. We need a way to automatically change the state of a parent ticket when a third party replies to the side conversation. If that’s not possible now is there any other way we can tag or mark these replied to side conversations automatically? Or a view we could set up based on the context of the latest reply in the ticket? Some of our agents spend a lot of time in side conversations. So right now they’re having to manually go into each of these parent tickets to check for side conversation updates, which is extremely time consuming.

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