How can I reset drop-down field values for follow-up tickets?

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16 Comments

  • Jason Littrell
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    I had no idea this closed ticket channel existed. Pretty cool.

    The most common request I get for follow-up tickets, though, is to assign it to the group that handled the previous ticket. Is there a simple way to do that using the closed ticket condition? I know I could probably create triggers to add tags based on the group, then create another set of triggers to read the tags on follow-up tickets and reassign the group, but that's a little too cumbersome.

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  • Jessie Schutz
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    Hi Jason!

    The group and requester from the Closed ticket don't get carried over to the follow-up ticket when it's created, so I'm afraid Triggers are going to be the way to go with this.

    You can create triggers to add tags based on the group if you like. Otherwise, you might consider adding a drop-down field to the ticket form and make it required for agents to fill out in order to solve the ticket. This will force them to select their group, and then you'll just need to create the Triggers based on the selections from the custom field. This would save you some time building Triggers, but it will add a little bit of work for your agents, and of course there's always the margin for error.

    Please let me know if you have any other questions!

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  • Matthew Searle
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    I have a version of this set up with the 'Remove tags' action with a list of the tags that can be applied for our various custom fields. I found that just resetting the fields wasn't enough to wipe the tags.

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  • Jim Aycock
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    This article is no longer accurate, I assume this is due to updates in the platform.  

    For example, The first "Meet All" condition you show is "Ticket is Closed".  In my interface "Closed" is not listed as an option for "Ticket is".  

    Does the article need updating, or am I missing something?   

    I am trying to solve the problem we have where customers continuously reply to a closed ticket email with a new issue.  It happens a lot.  

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  • Jessie Schutz
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    Hey Jim!

    In the screenshot the conditions are Ticket is > Created and Ticket: Channel > is > Closed ticket. I think that you might have swapped "created" with "closed" in that first condition. :) These conditions will work for you if you're trying to target new tickets that are created as follow-up tickets from a Closed ticket. Let us know if you need anything else!

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  • Pedro Rodrigues
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    We've created two triggers: one that eliminates all tags in the follow-up (except one), turning it into a "brand new" ticket, ready to go through our normal trigger flow.

    However, we also have Facebook and Twitter integrations. When these follow-ups are created, the condition "Ticket Channel is Closed ticket" doesn't work (because "ticket channel is facebook/twitter"), so how do we get around this?

    Also asked here

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  • Adarsh Shet
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    Hi, I have a requirement to use the "Create follow up of closed ticket" button to clone an existing ticket. As of now, I am using clone ticket feature of zendesk. but it will be easy to have an additional button in the ticket(Submit dropdown) itself. Any idea how to include this additional button in the below submit dropdown in the ticket itself. 

     

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  • Dan Ross
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    @Pedro I think you're out of luck on this one - I also can't see any way to address follow up tickets from channel integrations.

     

    @Adarsh The only way I can think of to do this would be really involved and likely not worth the effort. We can't modify this list ourselves, but a browser extension may be able to do so. I've seen ones that modify the appearance of that menu but adding a new option entirely would be a good deal of custom work. I don't think it would be very practical, unfortunately.

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  • Dan Cooper
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    Hi Ardash, 

    When a ticket is in a closed state, a Create follow up button presents itself.  If you are looking for a way to set a ticket to Closed so you have this option, you can create a trigger that does so.  I typically have an admin trigger that looks something like this:

    ALL

    • Ticket is updated
    • Tags contain one of the following auto-close

    ANY

    • Current user is (admin name here)

    ACTION

    • Status is closed

    This would allow you to close a ticket by adding a tag (be careful, you can't reverse this) and you'd have the create follow up ticket button available. 

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  • Andrew J
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    @pedro, do Facebook channels actually create follow up tickets? I've never noticed it and use it all the time. Please confirm that these aren't just new tickets created from an existing post or message.

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  • Pedro Rodrigues
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    @Andrew, they do (both Facebook and Twitter):

     

    Out of curiosity, when do you close these social integration tickets? Native 28 days?

    Because if you set to Closed a Facebook private msg after 3 days being Solved, and the end user replies afterwards, it will create a follow up.

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  • Brett - Community Manager
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    Hi Pedro,

    Do you have an automation that automatically closes these Facebook tickets after 3 days of being solved? If so, what if you apply a facebook_ticket_closed tag to the ticket once it's been set to closed? Then you can set up a separate trigger that removes tags from any ticket that contains this facebook_ticket_closed.

    This may not be the exact solution you're looking for but hopefully this helps!

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  • Pedro Rodrigues
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    Yep, that's what we got in place now. Thanks!

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  • Brett - Community Manager
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    Awesome. Thanks for the confirmation :)

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  • Ed Ball
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    Does the brand carry over as well as the tags and ticket fields? I do not remember if it ever did, but it does not appear to now. It comes in with the main Zendesk site and not the brand that was associated with it when the original ticket was closed.

     

    Just going to add, I did this by creating a follow up on the support page and that worked fine. But replying to an email created the follow up and it went to the correct email address, but still came in with the mothership (Main Zendesk) brand. 

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  • Brett - Community Manager
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    Hey Ed,

    The expected behavior is that the follow-up ticket will carry over the brand, ticket fields, and tags associated with the previous ticket. If you're experiencing anything different on your end, you may want to check the ticket events and confirm there are no triggers that are resetting these fields.

    Let me know if you have any other questions for me!

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