When a ticket is closed, it can't be altered or reopened. However, any response to a closed ticket from any channel automatically creates a follow-up ticket. A follow-up ticket is a new ticket that references the closed ticket and includes most of its data. See Understanding follow-up tickets to learn more.
You can create a follow-up ticket in the Agent Workspace.
To create a follow-up for a closed ticket
- In Support, locate the closed ticket for which you want to
create a follow-up ticket.
You can do this by locating the requester first and then selecting one of their closed tickets, by searching for the ticket number, or by creating a view for closed tickets and locating the ticket there.
- Open the ticket and click Create follow-up.
A new ticket is created with most of the same data as the original ticket.
Note: Follow-up tickets created on or after April 12, 2022, are now populated with only the CCs included on the email that initiated the follow-up ticket. This more accurately reflects the intention of the user who sent the email. Any follow-up tickets created prior to this date will include all CCs from the original ticket. If you’re using the previous CC experience, all collaborators from the original ticket are included on the follow-up ticket as well. - Update the ticket data as needed, then click Submit.
The requester receives an email notification for the new ticket and the ticket is marked as a follow-up.
This notification is created by the Notify requester of received request standard trigger.