Creating a follow-up for a closed ticket

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82 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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  • Joshua Baker

    When an end-user emails us with a ticket, that we solve and closes, if they reply back as a follow-up, a new follow-up ticket is created (they have one email thread) and we see in the follow-up ticket the entire email thread. If an Agent however manually creates the follow-up ticket, when they post their first public reply back to the Agent none of the original ticket exchange carries forward to the end-user, it is a new email entirely to them.

    Is there anyway to change this? 

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  • Gab
    Zendesk Customer Advocate

    Hi Joshua,

    It sounds like what you described – the previous thread being included in the follow-up ticket created when the end-user replies to a closed ticket – depends on the email client and the behavior of the end-user. There is an option on the end-user's side, as with most email clients, to append the existing thread when you compose a new email. This is mostly likely why the new ticket created contains the thread from the previous conversation.

    But, by default, there's no option to have the original thread be included in the new ticket when it's the agent who created the follow-up. The email notification that gets sent to the end-user will appear to be an entirely new ticket. There are no placeholders that could render the comment data from the closed ticket when creating a follow-up. I'm afraid the only workaround is to manually paste/add the old comments to the new one; or, to indicate in follow-up message which original ticket number/id this was a follow-up to. You may also build a separate notification trigger that will fire only for follow-up tickets (just use the condition Channel > Closed ticket in the trigger).

    Thanks Joshua!

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  • Oskar Omarsson

    Hi,

    In one of my groups at my organisation we frequently find cases where we need to follow up after tickets are put in the closed state.

    On our agent side this is fine, we have a reference to the old ticket

    On our customer side we need to have the ability to refer to what has been said before in this conversation, in our environment these tickets have a very long lifetime, we get a booking for one of our hotels 1 or even 2 year a head of time and at certain times we need to go back to that conversation again and again. Having the ability to have the full context of the conversation would make the communication easier.

    I understand now that this is poorly supported in Zendesk, and that by it self is a disappointment for us as a new Zendesk customer.

    As we are trying to work around this issue, we surely must be able to resend/export or grab the conversation history somehow, I mean surely in typical support cases you may come a cross difficult cases where the customer denies that he has said certain things, how do you proof to him that you have something on record, if the ticket is already closed?

    Best regards
    Oskar

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  • Joshua Baker

    Hi Oskar, 

    We just started exploring this a bit more. If we create a side conversation 'email' from the closed ticket, we can then grab all the public/internal replies we want to communicate back to the requester, with our new message. I created a trigger where Channel is Closed, Side Conversation is Created, Replied To, Re-Opened, and the action is Status is Open, which forces a follow-up ticket; however, the follow-up ticket is a side conversation. It's very awkward but we just started trying to find better ways. We do not like the suggestion to copy and past images into the new ticket and lose the follow-up link of the ticket.

    We are still exploring this as I can imagine a complicated follow-up in the way I just presented can get quite difficult to manage. 

     

    Thought I would share...

    -JB

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  • Oskar Omarsson

    Hi Joshua,

    Thanks for sharing.

    Ideally it should just be an option to create a follow-up ticket with all comments from the closed ticket. And for that matter this one way functionality of Closed tickets unable to be re-opened smells like technical dept. I sure hope that Zendesk can address this.

    Currently I'm looking to buy yet another app from the Zendesk Marketplace to fix something that should definitely be a built in feature. This extra cost is starting to add up :)

    Oh and the app I'm looking at is called Clone (https://www.zendesk.com/apps/support/clone/)

    Regards
    Oskar

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  • Fakhri Aziz Humaidi

    Hi everybody,

    I am looking for a way to automate the adjustment of the Ticket Form based on keywords found in the body e-mail. The issue is that oftentimes when a user/customer follows up our conversation (usually on an old ticket), the ticket form on the incoming ticket will automatically set to "General Inquiries" which will, in turn, trigger certain information on Tags, Issue, and Priority. 

    The ticket form on the follow-up ticket is different than the one that appeared on the original/initial ticket. What I need here is to keep the ticket form the same as it was. Let's say, if it was "Account Issue" then it should also be "Account Issue" on the follow-up ticket and not "General Inquiries" because both forms trigger a different set of information, most importantly, different priorities. 

    Is there a way to keep the ticket form the same or to adjust the ticket form automatically according to the keyword found in the body e-mail so that we can attend to tickets based on issue categorization (ticket form) and priority? 

    Thank you.

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  • Lisa Santamera

    Hey Fakhri,

    Perhaps you could use a combination of a couple of triggers for this - one to add a tag based on the form used on the ticket (Condition: Form is Account Issue; Action: Add tag account_issue_form), and another to set the form based on that tag (Condition: Tag is account_issue_form; Action: Form is Account Issue). Tickets created as follow-ups from closed tickets carry the existing tags over, so I think this could work.

    Good luck :)

    Lisa

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  • Fakhri Aziz Humaidi

    Hi Lisa

    thank you for the suggestion! I would definitely give it a try and see how it pans out. 

    Regards,
    Fakhri

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  • Chad Susa

    How do follow-up tickets work for messaging?

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  • Adrian Joseph Magboo
    Zendesk Customer Advocate

    Hi Chad,

    The Messaging tickets work the same as normal tickets. If the requester replies on a Messaging ticket that is in closed status, it'll create a follow-up ticket as described in this article

    Regards,

    Adrian

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