When someone replies to a side conversation that belongs to a closed or archived ticket, a follow-up ticket is automatically created.
This article includes these sections:
- About follow-up tickets for side conversations
- Workflow example for follow-up tickets for side conversations
Related articles:
About follow-up tickets for side conversations
Most side conversation workflows rely on triggers to take some sort of action when a reply is received, such as changing a ticket’s status to move it into a view, so that agents see that something happened. However, since closed and archived tickets don’t run triggers, replies to side conversations in them can go unnoticed.
When a side conversation that belongs to a closed or archived ticket receives a reply, a follow-up ticket is automatically created. The new ticket will have the side conversation in it and keep the original assignee and group value. The new ticket will be able to run triggers so it can show up in the appropriate views.
The follow-up ticket will be initiated with an internal note to prevent sending any updates to the requester, but a public comment can always be added to it, if the reply contains relevant information that they should know about.
For information about the types of data that is pulled from the original ticket into the follow-up ticket, see Creating a follow-up for a closed ticket.
Workflow example for follow-up tickets for side conversations
Here's an example of what happens when someone replies to a side conversation on a closed or archived ticket. This assumes that you have triggers for side conversations with condition statements for Side conversation + Is + Replied to and Side conversation + Is + Created.
For additional information about these trigger conditions and how to use them, see Setting up trigger conditions for side conversations .
- Someone replies to a side conversation.
The person replying can be an agent or an end user. They can be replying via email or from the ticket interface. They have some kind of follow-up question, new information, or perhaps some kind of new, but related issue.
- The reply is added to the side conversation.
- You don't get an email notification about the reply.
This happens even though you have a trigger for side conversations that includes a condition statement for Side conversation + Is + Replied to because the ticket is already closed or archived.
- Support creates a follow-up ticket.
The follow-up ticket is a new, separate ticket. The ticket interface indicates that this is a follow-up ticket and tells you what the original ticket was, in case you need to look at it.
The side conversation that was replied to is copied and included as part of the follow-up ticket.
The first comment in the follow-up ticket is a private comment. A private comment appears in the agent interface as an internal note. Private comments and internal notes are the same thing.
- You get an email notification that a side conversation was created.
The email notification is about the side conversation on the follow-up ticket, not the original ticket. This happens because you have a trigger for side conversations that includes a condition statement for Side conversation + Is + Created.
The original ticket remains closed (the ticket status doesn't change).
2 Comments
How do we disable this? What if we don't want a follow-up ticket to be created?
Hi Denielle,
Thank you for writing a comment on our Community.
As of the moment, there is no native way to disable follow-up tickets yet. We understand your need for this functionality so I'll mark this as product feedback.
I've taken a look and found that other users are discussing similar needs here: Disable / Un-check 'Create follow-up' option
You can up-vote that original post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Specific examples, details about impact, and how you currently handle things are the most helpful things to share to help our product teams understand the full scope of the need when working on solutions.
We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.
All the best
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