Side conversations rely heavily on triggers to do things like reopening or tagging a ticket when a side conversation is updated to let agents know that something has happened that they should be aware of. However, if an external participant replies to a side conversation that is in a closed ticket, those triggers will not run, which means the replies can be easily overlooked.

This EAP introduces new behavior when a side conversations in a closed ticket is replied to that will create a follow-up ticket and link the side conversation to it so the conversation can continue in a ticket that will run the triggers.

This EAP is available to Collaboration add-on customers.

This is an early version of the functionality, so there are a few things to keep in mind:

* We can't test every configuration of triggers, so be sure to test this out to ensure your desired workflow happens
* Only the side conversation that was replied to will be included in the follow-up ticket
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There are a few things we ask:

1. Provide feedback on the feature, ease of use, and documentation
2. Report any bugs
3. Be open to working very closely with us, initially and ongoing through this stage
4. Willingness to get it wrong, in order to make it better

All you have to do is fill in some information and you're ready to go!