Creating a follow-up for a closed ticket

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72 Comments

  • Thibault AMMAR

    Hi Brett,

    Thanks for your answer,

    I've explored this possibility. However, it appears there's no field in the trigger section that allows to set-up the requester of the follow-up ticket. plus, it doesn't seem there's a way to identify who created the follow-up ticket as well. That's why i'm loonking with you guys for a possible solution.

     

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  • Jeremy

    Is it possible for Followup tickets to just be generated without any Assignee at all?  Our followups automatically get assigned to our main support group, so since it's not "unassigned" it doesn't show up in our unassigned view, and it doesn't show up in any of our individual "my tickets" views because it's not assigned to an individual.  We've had several tickets fall into a black hole because of this behavior, so if we can just have Followups completely unassigned, so we can avoid creating new views or triggers, that would be preferred.

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  • Brett Bowser
    Zendesk Community Team

    Hey Jeremy,

    You could set up a trigger that automatically unassigns your follow-up tickets. Here's a screenshot of what this trigger could look like:

    Hope this helps!

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  • Mike Lenehan

    Is there a way to clear the CC list when a follow-up ticket is created?

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  • Brett Bowser
    Zendesk Community Team

    Hey Mike,

    Natively, there's no way to remove CC's automatically from a follow-up ticket. That being said, you may be able to set up a target along with a trigger that removes the CC's.

    One of our Community Moderators wrote up a tip that will accomplish what you're looking for using a target: Removing ALL CCs from a ticket via a Trigger/Target

    I hope this helps!

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  • Anna .G

    Hi,

     

    "3. Click Create follow-up.

    A new ticket is created with the same data as the original ticket, excluding the Priority and Type fields."

    Is there a way to automatically pull the priority of the closed ticket to the follow up one, when the follow up is created?

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Anna .G,

    From what you described as the base product stands, this is something that is currently not supported. I would recommend posting this ask in our Product Feedback forum so our devs can consider this update for future updates. 

    Best regards.  

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  • Helder

    Old fashion Copy/Paste?
    When we create a follow-up of a ticket how can we include all the previous conversations with the customer? (So that the customer knows what we are taking about, by accessing the previous communication)

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  • Brett Bowser
    Zendesk Community Team

    Hey Helder,

    Comments won't transfer over from a closed ticket to a follow-up ticket natively. In the follow-up ticket, the agent should see a link to the previous ticket where they can access the previous conversation with the customer. They just won't see this data within the new ticket.

    Apologies for not being able to provide an alternative solution for you at this time.

    Let me know if you have any other questions!

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  • Kelly Delinger

    I thought that a customer could not create a followup to a closed ticket.  That is what I thought I read, anyway. Is that the case?

    I wanted to disallow the creation of followups so I used this article for information on creating a trigger.
    https://support.zendesk.com/hc/en-us/community/posts/360037369554-Follow-up-ticket

    The followups completely mess up our report metrics because many times customers submit followup questions that have nothing to do with the original ticket, yet the fields are brought over into the followup ticket.

    If it's a followup on the same issue, and they reply within the 4 day time period (or whatever you have it set at) after it has been marked solved, that's fine.  But if it's a totally unrelated question, they should have to create a new ticket.

    There would still be the chance of unrelated followups being created within the 4 day window, but they would be less likely if followups were disallowed on closed tickets.

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  • Brett Bowser
    Zendesk Community Team

    Hey Kelly,

    Customers are able to create follow-up tickets and there's no way to toggle this functionality off. Your best option would be to set up the trigger as mentioned in the post you linked. Then in your reporting you would filter out any tickets that contain that no_follow_up tag.

    Let me know if you have any other questions!

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  • Matt Parsons

    >  However, any response to a closed ticket from any channel will automatically create a follow-up ticket.

    This is not true - an API call to update a ticket and add a new comment will fail with a `422 Unprocessable Entity` error.

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