Creating a follow-up for a closed ticket

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72 Comments

  • Sharon Skinner

    Hi

    Is there a way that you can amend a ticket so that it isn't a follow-up??  We have multiple users that raise tickets as a 'follow-up' when in fact they are not.  They have been advised on how to raise tickets but yet they come through as 'follow-up' tickets.

    Hope you can help.

    Thanks,

    Sharon

    4
  • Rob Baker

    We just found out the hard way that follow-up tickets do not inherit the group of the original.  We had a ticket stuck in the twilight zone for close to three weeks as a result.  Check your backstop assignment triggers for this condition!  We checked for a custom field "tier" and had an instance where a follow-up was created on a closed escalation that had tier prepopulated, thus bypassing our backstop assignment trigger.

    1
  • Hotan Phamdo

    i understand that Zendesk cannot reopen a ticket from closed...but with the follow up option...can the new ticket include the original body of the first ticket in the body of the new ticket?

    End users will not be able to link to the original ticket if they are not Zendesk users and have no idea what the follow up is on.

    1
  • Heather Rommel
    Community Moderator

    We have found the same issue as Sharon and though many users will follow our directions to delete ticket-specific emails or suggested contacts in their email client, we still get a few users that just don't "get it". 

    I would love a workaround for those handful of users that continue to open unrelated followups, which hopefully will remain a low percentage.

    1
  • 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?

    0
  • Jessie Schutz
    Zendesk team member

    Hi Abbey!

    I checked Nina's ticket, and the advocate confirmed that it's not possible to preserve all ticket fields when a follow-up ticket is created. We do have a conversation about this in our Product Feedback forum, which you can find here: Follow up tickets should have inheritance from the original ticket's custom fields.

    There hasn't been any recent activity, but I'd encourage you to add your vote and use case to the conversation. Our Product Managers see each comment on those posts, and we take customer feedback into consideration as we work to improve Zendesk.

    Please let me know if you have any other questions!

    0
  • Heather Rommel
    Community Moderator

    Hi @Linda,

    The only time a follow up ticket is available as an option is when the original ticket is in Closed status (not Solved). Since that is the case, the original ticket stays in Closed status.  And for the new Follow Up ticket, that will be in New or Open status based on how your have your Triggers set up.  If your triggers route Tickets via Channel: Closed on a certain path, it could be in New or Open depending on the triggers' outputs.

    Sorry if that sounds like I'm not understanding your question. I'd like to help! Can you please elaborate if the above didn't help?

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  • Andy L

    I have a concern with how ZenDesk is looking at emails and considering it as a "follow-up" to a closed ticket. This creates potential privacy issue where internal staff communication are being shown to the customer. 

    When a customer sends a support request we get a copy in our Outlook but our agents respond from the Zendesk panel. Now, one of the agents took the ticket and forwarded to other department, from inside Outlook, and he had changed the email subject line and removed ALL recipients then added the new recipients. Today, one of the recipients mentioned this is a serious privacy concern because recipients response actually triggered Zendesk to create a "follow-up" ticket which means original requester received a copy as well, even though the email subject is different and original requester nor the unique ticket identifier are on the TO/CC line.

    Is there an invisible tag that is stuck to a ticket once issued? If our agents need to communicate with other departments who aren't on zendesk are they to do that by attaching the zendesk ticket as an attachment rather than forward? 

    Thanks in advance.

    0
  • 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!

    0
  • Jessie Schutz
    Zendesk team member

    Hi Sebastian!

    I wouldn't say "overruled". Once a ticket has been Closed, it can't be modified in anyway, so when a follow-up ticket is created it's a completely new ticket. The ticket field information is brought over from the original ticket, but it will count as a second ticket.

    For the use case you're describing, you'll either need to just add the serial number to your tickets going forward, or create follow-up tickets and exclude the original tickets from your reporting.

    0
  • Heather Stoddard

    Hello - if I have all end users of an organization set up to view each other's tickets, can an organization end user create a follow-up of another end user's ticket?

    If RequesterA creates the original ticket, can RequesterB create a follow-up?

    0
  • Lila Kingsley

    Zendesk, this article indicates the channel on follow up tickets is "closed ticket".  We are not seeing this in our data for follow up tickets.  I had thought it may be inheriting the channel from the original ticket, but after some spot checking that doesn't seem to be the case.  Can you please clarify how channel is set on follow up tickets?

    0
  • Sebastian Vibe-Petersen

    Hi Zendesk.

    If i create a follow-up to a ticket, does that mean that the closed ticket - that is used in some custom statistics - will be overruled by the follow-up?
    Eg. i have added a "serial number" field since this ticket was closed. I want to follow up, add serial number and solve. But i don't want both the follow-up and the original ticket that i now closed, to appear in my statistics since they are the same case. :)

    0
  • Nicole S.
    Zendesk Community Team

    Hey Jarom - 

    Yes, tags are pulled through to the new ticket. I'm trying to find some documentation on what other data is pulled through, but in the meantime, hopefully that's enough to work with!

     

    0
  • 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.

    0
  • Sebastian Vibe-Petersen

    Thanks for the clarification.
    So how would you omit the original ticket from the reporting, and only have the follow-up data included?

    0
  • Assi-Lotta Kenttälä

    Hi! Our customers or agents will not have a note or email from follow up tickets. What is wrong?

    0
  • Mindaugas Verkys

    Can I create a follow-up ticket via trigger/automation?

    0
  • Jessie Schutz
    Zendesk team member

    Hey Mindaugus!

    You can't create them with Triggers or Automations, but you might be able to rig something up via API. What kind of workflow are you trying to set up?

    0
  • Sharon Skinner

    Hi James and Heather

    I raised my request as a support ticket as Zendesk haven't updated the above thread since April 2016..

    Although, their response doesn't help me I thought it may help you:

    "While it's not possible to completely disable follow-up tickets, you can send a message to the requester when they reply to a closed ticket  by creating a trigger.

    You could let the customer know for future reference to raise a brand new ticket if it's a separate issue. I've also taken a look in our Product Feedback discussions but was unable to find an existing discussion about disabling follow-up tickets. Since that forum is the primary channel used by our Product Management team and other Zendesk users to discuss possible new features and suggest workarounds, I highly encourage you to post your request there. I also recommend subscribing to the article so you'll be updated of any further comments. We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality."

    I've raised a request here:

    https://support.zendesk.com/hc/en-us/community/posts/115000704207-Disable-Un-check-Create-follow-up-option

    Hope that helps  ;o)

    0
  • Yvonne Martinez

    Hi Heather!

    Thank you for your patience! We did some testing here to see if we could have
    Requester A create the original ticket, and then have Requester B create a follow-up. It does not appear that this is possible. Requester B can request to create a follow-up, but it will actually create a new ticket instead.

    I'm sorry I do not have better news for you on this one! If you have further questions, please don't hesitate to reach out to us!

    0
  • 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!

    0
  • Jessie Schutz
    Zendesk team member

    Hi Rebecca! Welcome to the Community, and to Zendesk!

    Would you be able to post a screen shot of how you have that trigger set up? That'll help me figure out what might be going on here.

    0
  • Kathryn Castle

    Is there any way to create a trigger which will email the assignee of the original ticket when a follow-up is created? I can't think of a way this could be achieved, but perhaps someone here has ideas.

    0
  • Brett Bowser
    Zendesk Community Team

    Hi Peng,

    If you're using a custom Insights report to show survey responses then what you could do is tag your follow-up tickets (this can be done through a trigger) and then exclude any tickets that contain that tag from your reports.

    Here's a sample of that that trigger can look like below:

    Hope this helps!

    0
  • Martin E. Koch

    It would be nice to create a follow up case also for tickets in any state, like open or solved tickets.

    My reason would be to create a pure internal ticket, so either to follow up something as the case towards the customer should stay solved and get closed or to fork the case so different internal work can be distributed.

    0
  • 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.

    0
  • Korak Purkayastha

    Is there a way to notify the assignee of the original ticket when a follow up ticket is created?

    0
  • Lisa S

    Hi,

    Is it possible to tag follow up tickets with a custom tag? We need to do this to ensure that follow up tickets with a particular ticket source are excluded from a custom view we've built.

    Thanks!

    Lisa

    0
  • Hotan Phamdo

    i notice when i create a follow up on a closed ticket, it does not include the original ticket in the body of the new ticket.  Is that a setting i need to turn on?  Some of the follow ups are with non-agents so they need to see the original body for reference.

    0

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