Handling complex customer requests often requires multiple teams, several sub-tasks, or escalating specific parts of an issue to third-party vendors. But splitting tickets in native Zendesk can quickly lead to a disconnected mess.
Pepron Linked Tickets is a robust, server-assisted application that allows your agents to break down, distribute, and manage complex support requests using a clear Parent/Child hierarchy.
If your teams struggle with escalating multi-part issues, manually copying over long comment threads, or tracking vendor SLAs, Pepron Linked Tickets brings order to the chaos.
Why Linked Tickets Instead of Zendesk Side Conversations?
Zendesk Side Conversations are great for a quick ping to a colleague, but they fall apart when you need strict accountability, complex workflows, and enterprise reporting. Side Conversations are effectively just hidden email threads. Pepron Linked Tickets creates real Zendesk tickets, unlocking entirely new operational capabilities:
1. Uncompromised Reporting & Vendor Management
The Side Conversation Flaw: You cannot easily run complex Explore reports on side conversations. You can't track how many "touches" a vendor took, what their exact First Reply Time was, or enforce Zendesk SLAs on them.
The Pepron Solution: Because every sub-task is a fully-fledged Zendesk ticket, your reporting possibilities are limitless. You can track each vendor or department separately, run Explore reports to compare vendors by response and resolution times, and hold third parties strictly accountable to their SLAs.
2. Divide and Conquer Complex Issues
The Side Conversation Flaw: Sending a massive, multi-part customer request to different vendors using side conversations gets messy, and tracking the status of each moving part is nearly impossible.
The Pepron Solution: A customer submits a single ticket with three distinct issues. Using Pepron Linked Tickets, your agent can instantly split that parent ticket into three separate Child tickets, routing one to IT, one to Logistics, and one to an external vendor. The parent ticket acts as the master hub, while the child tickets run through their own independent lifecycles.
3. Total Control Over Shared Context
The Side Conversation Flaw: Forwarding an issue often means awkwardly quoting the whole thread or manually copy-pasting text and downloading/uploading attachments.
The Pepron Solution: Agents have granular control over exactly what gets copied to the new vendor or department. Choose to copy the first public comment, the last private note, or securely convert all previous public comments into internal notes. Selectively carry over file attachments and specific custom fields effortlessly, ensuring the vendor gets exactly the context they need, and nothing they don't.
Why a Server-Assisted Architecture? (The Heavy Lifting Problem)
Standard Zendesk marketplace apps that split or copy tickets run entirely in the agent's browser. While this is fine for creating a simple, empty ticket, it completely fails when dealing with data-heavy requests. Pepron Linked Tickets offloads the heavy lifting to a dedicated backend:
- Reliable Deep Copying (No More Browser Crashes): If an agent needs to split a ticket containing 30 comments and 15 attachments, a frontend-only app will try to download and re-upload all that data through the agent's local browser—often freezing or timing out. Our backend server handles the exact copying instructions directly via Zendesk's API. Even if the agent closes their browser, the data transfer completes perfectly.
- Live Progress Streaming: Agents are never left wondering if the app froze. Our backend streams real-time progress back to the Zendesk UI, showing exactly how many comments and attachments have been successfully copied.
Key Features & Capabilities
Pepron Linked Tickets replaces clunky manual workflows with a sleek, powerful sidebar interface designed for enterprise-grade ticketing:
- Clear Parent/Child/Sister Hierarchy: View the entire ecosystem of an issue directly from the ticket sidebar. Instantly see the Parent ticket, all related Child tickets, and "Sister" tickets (other children of the same parent).
- Live Ticket Previews (Hover Popovers): No need to open 10 tabs to see what's happening with your vendors. Simply hover over a linked ticket in the sidebar to view a popover displaying the ticket's status, subject, and the latest comment thread (color-coded for public vs. internal notes).
- Smart Recipient Routing: Route new sub-tickets exactly where they need to go using three distinct tabs: Catalog (drill down by Organization Type -> Organization -> Specific Person), Agent (assign directly to a specific internal Group or Agent), or User (use a global search to find any user).
- Flexible Creation States: Don't just create a ticket; create it exactly how you need it. Generate the new linked ticket as New, Open, Pending, On-hold, or even instantly Solved.
Bring order to the chaos.
Pepron Linked Tickets isn't just a ticket cloning tool—it is a comprehensive project and vendor management overlay for Zendesk that keeps your agents organized, your data intact, and your reporting pristine.
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