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. The ticket is populated with only the CCs included on the email that initiated the follow-up ticket.
- 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.
37 comments
Çağatay Kater
Hello Gabriel Manlapig , it helped me thank you !
0
Hannah Lucid
Hi Zendeskers!
Is there a way to create a webhook that will insert the assignee, groups, and date solved from the original ticket the follow-up ticket is created from?
0
Nara
This would require the
via_followup_source_id
to be added as a parameter of the follow-up with the private comment, as well as a system independent from Zendesk to parse the initial data from the ticket comments API on the first ticket.In short, it isn't quite possible to do this via a webhook, but may be feasible, though more dev-intensive, via a custom API-based workflow.
0
Søren Reinewald
How can I change the subject of the follow up ticket? Today I sent a reminder that a ticket will auto close in x hours. If the user replies to this email af the original ticket is closed, the follow up ticket will inherit the subject from that email, instead of the subject from the original ticket (or something else)
Is this possible to change in setup?
0
Mike DR
As of now, the follow up ticket will inherit the subject of the original ticket as per a system rule. I do understand this is a neat feature to have, what I would love to do with your partnership is attack this from both fronts; on my side, I'll flag a couple of articles for revisions as there are places we can call this out that could expressly mention it so others don't experience the frustrations you've experienced, and on your end if you could submit product feedback as outlined here to communicate use case, headaches caused, etc. so our product team can take it into future roadmap + release consideration I would be greatly appreciative.
0
Johannes Garske
Seems to be live now, but zero communication?
https://support.zendesk.com/hc/en-us/articles/6942645267354-Announcing-the-ability-to-include-group-and-assignee-on-follow-up-tickets
Do we need some Trigger for this? Or anything else?
0
Megan Oksendahl
Looking for assistance with creating triggers for follow-up tickets. I do not see any tags or unique identifiers on follow-up tickets to setup a trigger just for follow-ups.
When a follow-up ticket is created, all the previous ticket fields are copied, including our resolutions. We need to find a way to remove the resolution when a follow-up is created. Many times, the follow-up is related to the same or similar concern/request, but the copied resolution is now incorrect.
Since the resolution is pre-filled, we are having a hard time with the agents going in and deleting/removing any stored values in the fields. They are simply changing the resolution, which does not remove stored values in follow-up fields, and so the ticket is closed with incorrect stored values.
Example, we have “refund” as one of our resolutions. When an order is refunded, the agent has to then enter the value of the refund to close the ticket. Then a fan sends a reply and a follow-up is created. This ticket is reopened with the same fields, including the refund resolution and value. Unless the agent deletes the refund value and saves the ticket on Open/Pending, then goes back and changes to a different resolution and solves, the refund value is stored on the follow-up ticket.
This is resulting in our reports showing escalated costs since the values are stored from previous tickets.
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