Reset Ticket Field Values for Follow-Up Tickets

5 Kommentare

  • Rafael Santos

    As a design solution for this, there could be a checkbox within the Custom ticket field menu, such as the one for view/edit rights, identifying a field to either be kept or reset when brought into a follow-up ticket.

    This option could be something available only through a feature flag in the Admin>Tickets menu, or equivalent, so that newbie users wouldn't mess with the setting by mistake.

  • Martin Bornesjo

    Very much needed function. I have so many customers that replies to old tickets that have nothing to do with the original ticket.

  • Jun Qin

    We also have customers creating a follow-up ticket from a P1 (=Urgent, a custom field) ticket. The new ticket is also P1 automatically while it should not be. Is there a way to prevent pulling a specific ticket field from the old ticket when creating a follow-up ticket? 

    PS. I know Zendesk is not pulling the system field Priority. We cannot use the System field as we want to P1/P2/P3/P4 instead of Urgent/High/Normal/Low.

  • Sara Ledger

    Jun Qin - Since you can't blank out follow up tickets, we have a trigger to blank out follow-up tickets. 

    When it meets the below all conditions, we have a Remove Tags action to remove the tags associated with various fields. You could have the Remove Tags action remove your customer priority field tags. I have this setup for our custom priority field on our system (the low, medium, high, urgent tags) and it works great to blank out the fields. 


    This has been a great work around for our needs!

  • Martin Bornesjo

    I have the same solution with triggers. Sadly it doesn't work on TEXT fields so they still stay the same.


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