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Creating a follow-up for a closed ticket



Edited Jan 13, 2025


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37 comments

Hello Gabriel Manlapig , it helped me thank you !

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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?

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Nara

Zendesk Customer Care

Hi Hannah, at this time, there is no way for a webhook to "intercept" a follow-up ticket to add the most-recent, private comment onto the follow-up. That said, while we are unable to offer official support for custom implementations, this could technically be possible for follow-ups created initially via the API. Essentially, a system could pull ticket comments from a specified ticket using the comments API, then use the tickets endpoint to add the comment as private when creating a new ticket. 

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.

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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?

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Mike DR

Zendesk Customer Care

Hi Søren!
 
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.

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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?

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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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