Creating a follow-up for a closed ticket

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10 Comments

  • Joshua Baker

    When an end-user emails us with a ticket, that we solve and closes, if they reply back as a follow-up, a new follow-up ticket is created (they have one email thread) and we see in the follow-up ticket the entire email thread. If an Agent however manually creates the follow-up ticket, when they post their first public reply back to the Agent none of the original ticket exchange carries forward to the end-user, it is a new email entirely to them.

    Is there anyway to change this? 

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  • Gab Guinto
    Zendesk Customer Care

    Hi Joshua,

    It sounds like what you described – the previous thread being included in the follow-up ticket created when the end-user replies to a closed ticket – depends on the email client and the behavior of the end-user. There is an option on the end-user's side, as with most email clients, to append the existing thread when you compose a new email. This is mostly likely why the new ticket created contains the thread from the previous conversation.

    But, by default, there's no option to have the original thread be included in the new ticket when it's the agent who created the follow-up. The email notification that gets sent to the end-user will appear to be an entirely new ticket. There are no placeholders that could render the comment data from the closed ticket when creating a follow-up. I'm afraid the only workaround is to manually paste/add the old comments to the new one; or, to indicate in follow-up message which original ticket number/id this was a follow-up to. You may also build a separate notification trigger that will fire only for follow-up tickets (just use the condition Channel > Closed ticket in the trigger).

    Thanks Joshua!

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  • Óskar Ómarsson

    Hi,

    In one of my groups at my organisation we frequently find cases where we need to follow up after tickets are put in the closed state.

    On our agent side this is fine, we have a reference to the old ticket

    On our customer side we need to have the ability to refer to what has been said before in this conversation, in our environment these tickets have a very long lifetime, we get a booking for one of our hotels 1 or even 2 year a head of time and at certain times we need to go back to that conversation again and again. Having the ability to have the full context of the conversation would make the communication easier.

    I understand now that this is poorly supported in Zendesk, and that by it self is a disappointment for us as a new Zendesk customer.

    As we are trying to work around this issue, we surely must be able to resend/export or grab the conversation history somehow, I mean surely in typical support cases you may come a cross difficult cases where the customer denies that he has said certain things, how do you proof to him that you have something on record, if the ticket is already closed?

    Best regards
    Oskar

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  • Joshua Baker

    Hi Oskar, 

    We just started exploring this a bit more. If we create a side conversation 'email' from the closed ticket, we can then grab all the public/internal replies we want to communicate back to the requester, with our new message. I created a trigger where Channel is Closed, Side Conversation is Created, Replied To, Re-Opened, and the action is Status is Open, which forces a follow-up ticket; however, the follow-up ticket is a side conversation. It's very awkward but we just started trying to find better ways. We do not like the suggestion to copy and past images into the new ticket and lose the follow-up link of the ticket.

    We are still exploring this as I can imagine a complicated follow-up in the way I just presented can get quite difficult to manage. 

     

    Thought I would share...

    -JB

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  • Óskar Ómarsson

    Hi Joshua,

    Thanks for sharing.

    Ideally it should just be an option to create a follow-up ticket with all comments from the closed ticket. And for that matter this one way functionality of Closed tickets unable to be re-opened smells like technical dept. I sure hope that Zendesk can address this.

    Currently I'm looking to buy yet another app from the Zendesk Marketplace to fix something that should definitely be a built in feature. This extra cost is starting to add up :)

    Oh and the app I'm looking at is called Clone (https://www.zendesk.com/apps/support/clone/)

    Regards
    Oskar

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  • Fakhri

    Hi everybody,

    I am looking for a way to automate the adjustment of the Ticket Form based on keywords found in the body e-mail. The issue is that oftentimes when a user/customer follows up our conversation (usually on an old ticket), the ticket form on the incoming ticket will automatically set to "General Inquiries" which will, in turn, trigger certain information on Tags, Issue, and Priority. 

    The ticket form on the follow-up ticket is different than the one that appeared on the original/initial ticket. What I need here is to keep the ticket form the same as it was. Let's say, if it was "Account Issue" then it should also be "Account Issue" on the follow-up ticket and not "General Inquiries" because both forms trigger a different set of information, most importantly, different priorities. 

    Is there a way to keep the ticket form the same or to adjust the ticket form automatically according to the keyword found in the body e-mail so that we can attend to tickets based on issue categorization (ticket form) and priority? 

    Thank you.

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  • Lisa S

    Hey Fakhri,

    Perhaps you could use a combination of a couple of triggers for this - one to add a tag based on the form used on the ticket (Condition: Form is Account Issue; Action: Add tag account_issue_form), and another to set the form based on that tag (Condition: Tag is account_issue_form; Action: Form is Account Issue). Tickets created as follow-ups from closed tickets carry the existing tags over, so I think this could work.

    Good luck :)

    Lisa

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  • Fakhri

    Hi Lisa

    thank you for the suggestion! I would definitely give it a try and see how it pans out. 

    Regards,
    Fakhri

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  • Chad Susa

    How do follow-up tickets work for messaging?

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  • Adrian Joseph Magboo

    Hi Chad,

    The Messaging tickets work the same as normal tickets. If the requester replies on a Messaging ticket that is in closed status, it'll create a follow-up ticket as described in this article

    Regards,

    Adrian

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