Once a ticket is closed, it cannot be altered or reopened. However, any response to a closed ticket from any channel will automatically create a follow-up ticket. This creates a new ticket that references the closed ticket and pulls data from the original ticket into the new ticket.
About 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:
- Assignee or Group
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 (see Understanding follow-up tickets for side conversations).
Follow-up tickets don't inherit skills. Instead, skills are applied to the follow-up ticket based on your routing rules when the follow-up ticket is created (see Understanding how skills are applied to follow-up tickets).
To create a follow-up for a closed ticket
- 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.
- When you view a closed ticket, you'll see the option to
create a follow-up ticket.
- 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.
- Update the ticket data as needed and 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
default 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: