So you have a follow-up ticket made by your customer. But when you open it, you notice all of your custom ticket fields are pre-populated with the information from your customer's closed ticket. Why?
When an end-user creates a follow up ticket by responding to a closed ticket via email, the tags and custom ticket field selections from the previous ticket are copied and pre-populated to the new ticket.
The main reason is because custom fields are actually controlled by tags (with the exception of text and numeric fields). You can see this when you’re creating custom fields:
Oftentimes, the tag will be added for you. Our article Adding and Using Custom Ticket Fields explains why tags are added: “The drop-down list and checkbox custom fields generate tags that can also be used in automations, macros, triggers, reports, and views”. But you can change the tags to something else if you prefer.
Because of this, tickets created by an end-user via email will hold most of their custom field values.
So how do you reset all the ticket fields for the new ticket? You can use a trigger. Using the ticket field example from before, you would use a trigger so when a ticket is created from a closed ticket, it will reset all of your values.
And there you have it! You can also modify the trigger to remove all tags, if that's something you would like or need to do.