Creating a follow-up for a closed ticket

What's my plan?

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. Agents can also create follow-up tickets from the Agent Workspace.

Follow-up tickets are not created when recovering tickets from the Suspended tickets view.

The article contains the following sections:

• Understanding follow-up tickets
• Creating a follow-up ticket

Understanding follow-up tickets

When a follow-up ticket is created, it includes most field values and properties from the original ticket, with a few exceptions.

The following are not pulled from the original ticket:

• Comments
• Priority
• Type
• Group or Assignee
  Note: Admins can allow the original group and assignee on follow-up tickets.
• Skills

  Instead, skills are applied to the follow-up ticket based on your routing rules when the follow-up ticket is created.

Considerations

• Follow-up tickets inherit all tags from the original ticket. You can reset follow-up tickets' tags and tag-based fields with a trigger if needed.
• The channel for follow-up tickets is Closed Ticket (for business rules and ticket events) or Web (for reporting). See Explore recipe: Filtering for follow-up tickets for more information on including follow-up tickets in your Explore reports.
• When someone replies to a side conversation that belongs to a closed or archived ticket, a follow-up ticket is automatically created.
• When a follow-up ticket is created from an email response to a closed ticket, the ticket uses the support address to which the email was sent.

  When an agent creates a follow-up ticket from the Agent Workspace, the ticket uses your default support address. Or, if you've set up multiple brands, it uses the default support address of the ticket's brand.

Creating a follow-up ticket

You can create a follow-up ticket in the Agent Workspace.

To create a follow-up for a closed ticket

1. Locate the closed ticket that you want to create a follow-up for. 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.
2. Open the ticket and click Create follow-up.

   

   A new ticket is created with the same data as the original ticket, excluding the Priority and Type fields.

   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.
3. Update the ticket data as needed, then click Submit to save the new ticket. The requester will receive an email notification for the new ticket. If you haven't modified the standard triggers of your account, this notification is created by the Notify requester of received request trigger.

   The new ticket is marked as a follow-up, as shown here: