Creating a follow-up for a closed ticket

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67 Comments

  • Sharon Skinner
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    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

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  • Rob Baker
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    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.

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  • Heather Rommel
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    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
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    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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  • Jessie Schutz
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    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!

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  • Heather Rommel
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    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
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    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.

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  • Jessie Schutz
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    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.

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  • Heather Stoddard
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    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?

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  • Lila Kingsley
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    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?

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  • Sebastian Vibe-Petersen
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    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. :)

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  • Nicole - Community Manager
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    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!

     

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

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

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

    0
  • Jessie Schutz
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    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?

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  • Sharon Skinner
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    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)

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  • Yvonne Martinez
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    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!

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  • Jessie Schutz
    Comment actions Permalink

    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.

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  • Kathryn Castle
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    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.

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  • Brett - Community Manager
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    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!

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  • Martin E. Koch
    Comment actions Permalink

    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.

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  • Hotan Phamdo
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    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.

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

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  • Lisa S
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    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

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  • Hotan Phamdo
    Comment actions Permalink

    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.

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  • Brett - Community Manager
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    Hey Thibault,

    It may be possible to use triggers to automatically set these fields when a follow-up ticket is created. However, there's no straightforward way to tell the product which fields should carry over into the follow-up ticket.

    If you decide to go the trigger route, you'll want to use the Channel> is > Closed Ticket and *Ticket > is > Created * conditions.

    I hope this points you in the right direction!

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  • Gareth
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    Zendesk, can the follow up be disabled? We have people in our org who love to reply to any ticket within their inbox and start talking about issues which have nothing to do with the original, its annoying as heck and very confusing, I need to them to stop using this, how do I disable? thanks

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  • Dan Kondzela
    Comment actions Permalink

    Hey Hotan, great question.

    Unfortunately that is not an expected behavior of Follow Up Tickets. As per the above documentation Comments are not pulled from the original ticket. You mentioned that this is a problem because "End-users will not be able to link to the original ticket if they are not Zendesk users". If I understand correctly, this sounds as though you are creating follow ups from within Zendesk.

    This is a valid workflow, however what I would recommend would be to reserve follow up tickets to be initiated by the customer. If they respond to a ticket that they have opened originally then they will have the necessary context. If you find yourself creating follow up tickets commonly,  I would recommend looking into utilizing the On Hold Ticket Status.

    This status will allow you to reserve tickets for long term solutions, rather than combatting our automatic closure of tickets.

    Thanks!

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  • Jessie Schutz
    Comment actions Permalink

    Hi Hotan!

    The original description and comments from the close ticket won't be inserted into the follow-up ticket, but there is a link to the original ticket right at the top of the new ticket so your agents can easily review the previous conversation.

    I'm not sure what you mean by the follow-ups being with non-agents. Can you go into more detail about your workflow?

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