Important: Rollout for this feature has been paused temporarily. Follow Announcing the ability to include group and assignee on follow-up tickets for updates.
Any response to a closed ticket from any channel automatically creates a follow-up ticket (see Creating a follow-up for a closed ticket).
This creates a new ticket that references the closed ticket and pulls most data from the original, closed ticket into the new, follow-up ticket. By default, the group and assignee are not copied to the follow-up ticket.
You can modify your ticket settings to change this behavior
To include the original group and assignee on follow-up tickets
- In Admin Center, click Objects and rules in the sidebar, then select Tickets > Settings.
- In the Follow-Ups section, select Copy original group and assignee to follow-up ticket.
- Click Save tab.
If you need to turn this setting off after turning it on, deselect the setting and save your changes.