Creating a follow-up for a closed ticket

Have more questions? Submit a request

65 Comments

  • Thibault AMMAR
    Comment actions Permalink

    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.

     

    0
  • Jeremy
    Comment actions Permalink

    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.

    0
  • Brett - Community Manager
    Comment actions Permalink

    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!

    0
  • Mike Lenehan
    Comment actions Permalink

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

    0
  • Brett - Community Manager
    Comment actions Permalink

    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!

    0

Please sign in to leave a comment.

Powered by Zendesk