Once a ticket is closed, it cannot be altered or reopened. However, both the requester and you can create a follow-up request. This creates a new ticket that references the closed ticket and pulls data from the original ticket into the new ticket. Comments, the Priority and Type fields, and the Assignee or Group are not pulled from the original ticket.
The channel for follow-up tickets is Closed ticket.
To create a follow-up for a closed ticket
- Locate the closed ticket that you want to create a follow-up for. You can do this by locating the requester first and then selecting one of their closed tickets, by searching for the ticket number, or by creating a view for closed tickets and locating the ticket there.
- When you view a closed ticket, you'll see the option to create a follow-up ticket.
- Click Create follow-up.
A new ticket is created with the same data as the original ticket, excluding the Priority and Type fields.Note: If a user on the CC list replies to a closed ticket, the follow-up ticket will include the original requester and CCs.
- Update the ticket data as needed and then click Submit to save the new ticket. The requester will receive an email notification for the new ticket. If you haven't modified the default triggers of your account, this notification is created by the Notify requester of received request trigger.
The new ticket is marked as a follow-up, as shown here: