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Understanding follow-up tickets for side conversations



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Amy Malka

Zendesk Documentation Team

Edited Jul 19, 2024


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16 comments

How do we disable this? What if we don't want a follow-up ticket to be created?

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Cheeny Aban

Zendesk Customer Care

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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Is there any way to control who the follow-up ticket is assigned to?  In our case, it's often a different team that is creating the side-conversation on the closed ticket, and we'd like the resulting follow-up ticket to be assigned to the side conversation creator and not the original ticket assignee.

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Caitlin Whitney

 

We currently have an article posted by the Zendesk team which would walk you through on how to set up follow-up tickets to retain the original ticket assignee: How can the follow-up tickets retain the ticket assignee?

I recommend testing it out first so you can see what conditions would work best for your team's workflow with the side conversation follow-ups. Let me know if you have any additional questions!

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Thank you @Dainne Lucena, but this article is about standard follow-up tickets and not follow-ups to Side Conversations on Closed tickets.  For follow-ups to Side Conversations on Closed tickets, Zendesk automatically creates a new ticket for the side conversation and assigns it to the same group/assignee of the original ticket, regardless of who created the side conversation.  I would like to disable this automatic group/assignee behavior during the creation of the Side Conversation Follow-up.

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Hi,

This: -

 

Note: Follow-up tickets are not created if a side conversation within a child ticket is updated while the parent ticket is closed. For more information about the parent-child relationship of tickets, see About side conversation child tickets.

 

 

Is causing us a real problem, why does this not work???

Side conversation tickets are being responded to when the main ticket is closed but those replies are going nowhere. This is really poor, is there an alternative solution to this?

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Caitlin Whitney

 

Side conversation follow-up tickets still function the same as normal follow-up tickets. They retain the ticket details but not the assignee. Like in this sample follow-up side conversation ticket, it kept the details but the assignee is " - ".

 

You may have a business rule (trigger or automation) that is automatically assigning the ticket to a group or agent even though it is a side conversation. I recommend checking the ticket event logs to review what added the assignee to that ticket. 

Hi Adrian Bishop

At the moment it is a system limitation. However, I do agree that it would be a nice feature to have. 

In addition, I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations 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 helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post.




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Hi Dainne Lucena

Firstly you may want to relook in your reply to Caitlin Whitney on Aug 5th, as per stated in this article on top.

"When an email or Slack 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."

Which indeed is true, see below, it keeps the original assignee and group value.

So Side conversation follow-up tickets doesn't function entirely the same as normal follow-up tickets.

I too am facing the same issue raised by Caitlin Whitney, For follow-ups to Side Conversations on Closed tickets, Zendesk automatically creates a new ticket for the side conversation and assigns it to the same last group/assignee of the original ticket, regardless of who created the side conversation.  I would like to disable this automatic group/assignee behavior during the creation of the Side Conversation Follow-up OR is there any way to control who the follow-up ticket is assigned to? 

I have been trying out multiple trigger to catch/ identify such tickets but to no avail, could some please advice me on what are the condition required for it? TQ

 

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Hi @Amy Malka,

I would like to seek some clarification from you, in specific to the matter:

- Workflow for follow-up tickets created for side conversations - when someone replies to a side conversation on a closed or archived ticket.

You mentioned that:Just to share that my trigger with Side Conversation + Is + Replied to is firing on the follow-up tickets created by Side Conversation - when someone replies to a side conversation on a closed or archived ticket.


You also shared that:

But my trigger with Side Conversation + Is + Created is not firing for tickets which are follow-up tickets created by Side Conversation - when someone replies to a side conversation on a closed or archived ticket.

I really need some help on how to properly identify and manage the follow-up tickets created for side conversations -  when someone replies to a side conversation on a closed or archived ticket. TQ

 

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Gustavo Oliveira

Zendesk Customer Care

Hi Matthew,

You are right, it does indeed assign the new ticket to the previous assignee.

I did a test here and with the trigger below I was able to change it to not be assigned to the previous assignee, but it kept the group.

Requirements:

Ticket + is + Created
Channel + Is + Closed Ticket
Update via + Is not + Side conversation
 
Actions:
Add Tags + Tag_Name (used "itworks" on my test)
Assignee + "-"
 
Result:

 

You could run another triggers for routing, notification, etc.

As you are having issues with one of your triggers, I am going to reach out to you, so we can investigate it further.

Best regards,

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I'm having some issues with follow-up tickets from side conversations being created. I thought this was an automated system trigger, but maybe I'm missing something?

- Parent ticket is open

- Child ticket is closed

= A reply is sent from the side conversation

- But no follow up child ticket is created

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Hiedi Kysther

Zendesk Customer Care

Hi Thomas Anderson,

To investigate this issue further, I suggest reaching out to our Advocacy team so we can troubleshoot the issue further for you. You may check this article on how you can contact us: Contacting Zendesk Customer Support

Thanks! And, we'll look forward to hearing from you soon! 

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Note: Follow-up tickets are not created if a side conversation within a child ticket is updated while the parent ticket is closed. For more information about the parent-child relationship of tickets, see About side conversation child tickets.”

→ Is this feature on the road map? We desperately need this :)

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Shawna James

Community Product Feedback Specialist

Hey Stephanie, thank you so much for taking the time to provide us with your feedback here. I wanted to point you in the direction of our product feedback forum for Support where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!

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What is the best practice for this follow up ticket? I'm guessing it now counts towards the ticket volume etc, and it has the tags from the original ticket so it will count towards my reports for those tags.

-  If I delete the follow up ticket once the side conversation update has been addressed, would further replies create a new follow up ticket so that I'm still notified?

- If not, how can I easily identify and exclude these tickets from my reporting?

Thanks

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James G

Zendesk Customer Care

Hello Fiona,
 
You have the option to set up a trigger that will assign a specific tag when a ticket is generated from a Closed ticket. There is a condition "Ticket channel" and then set it to "Closed ticket". For more details about the available conditions we have you may check it here - Ticket trigger conditions and actions reference
 
After you establish that, you can utilize that particular tag to filter out follow-up tickets in your Zendesk Explore report. Here's a sample recipe that you may use as basis in creating a custom attribute that could filter out tickets based on a specific tag - Explore recipe: Excluding tickets closed by merge

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