Any response to a closed ticket from any channel automatically creates a follow-up 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 (see Understanding follow-up tickets).
By default, the group and assignee are not copied to the follow-up ticket. Admins can decide whether the group and assignee are copied from the original ticket to the follow-up ticket.
- 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.
Understanding follow up tickets when the original group or assignee is invalid
There might be scenarios where the original group or assignee becomes invalid during the time between the ticket closing and the follow-up ticket being created. A group becomes invalid when it's deleted. An assignee becomes invalid if they're no longer part of the assigned group, have been demoted to an end user, or have been removed from your account.
- If the original group is invalid, Zendesk uses the system ticket rules to determine the follow-up ticket’s group and assignee.
- If the original group exists but the assignee is invalid, Zendesk copies the original group on the follow-up ticket and uses the system ticket rules to determine the assignee.
- If both the group and the assignee are invalid when a follow-up ticket is created, Zendesk uses the system ticket rules to determine the group and the assignee.
See About system ticket rules to learn more.
17 comments
Caley Quinn
Is this already live? I'm not seeing a "Follow-Ups" section in Admin Panel and tried logging out and back in.
3
Adrian Narvaez
Same, I don't see it under Tickets > Settings
1
Dave Dyson
What will the expected behavior be if the original Group has been deleted, or the original assignee is no longer an Agent?
2
Anne-Flore Caire
What would have been interesting would have been to differentiate the copy of the group and/or the assignee. Personally, we only wanted a copy of the group but not of the assignee, to effectively avoid problems with agents who have left or are absent.
7
Matthew Hill
Hi Colleen,
Please could you clarify if this is fully live, we are on Professional and can not seem to find the Section "Follow-Ups".
1
Sandra redk Light
Hi,
Same here, we're not able to see this option under "ticket settings".
In any case, Will this functionality be applied retroactively? I mean, the current closed tickets prior to this change will be assigned automatically to their prior group and assigne if the customer replies?
1
Lloyd Norman
Hi team,
Same here, the setting is not available as of yet.
1
Destiny
Thank you for your inquiry about the latest feature update concerning Follow ups.
As per the recent announcement found here Announcing the ability to include group and assignee on follow-up tickets, the rollout is currently on hold. We will notify you with an additional update as soon as the feature becomes accessible to all users. To stay informed, please keep an eye on the announcement page for notifications.
Thank you for your patience.
-1
Johannes Garske
What is the expected timeline? A week or more?
1
Molly Katolas
as mentioned by another user above, we would love the ability to set the Group automatically, but don't want the Assignee set automatically
3
Destiny
I appreciate your continued updates.
Currently, our team has not set a definitive schedule for the release. As for the specifics concerning deletion of the group or absence of an assignee, these scenarios are actively under discussion by our product team; thus, we anticipate that the article will be revised with additional information in due course.
In response to the question:the current closed tickets prior to this change will be assigned automatically to their prior group and assignee if the customer replies. Yes, any closed tickets that are reopened as a result of follow-up from your end users should automatically revert to their prior group and assignee.
Regarding the capability for users to set a group automatically, I will relay this suggestion to our team for their consideration. While I cannot guarantee immediate action, please know that your input has been communicated to our product team for evaluation.
-2
Bobby Koch
we need the group to maintain, not the assignee
4
Johannes Garske
Hey Destiny
It is really disappointing and a very bad User-experience (and service) if you announce a feature and then announce to pause it “temporarily” without a timeline or additional information. The things the users needed were communicated before.
Could you please make it live again with some limitations? Thanks!
3
Johannes Garske
This is not solved
1
Jennifer Zecchin-C
We also need the option to assign to the group but not the assignee. Not all of our agents work every day, sometimes with much time between, so those tickets would sit without being viewed.
3
Kristy Coverdale
Has this functionality/feature gone live yet? New to Zendesk here, I can see that the release was on hold in March but given it is now November has it been released? I have checked under Objects and rules sidebar but cannot see a Ticket > Settings option?
0
Afton Rupert
+1 to maintain the group assignment and not the assignee
I'd also like to understand how this works when an agent is OOO (using the Zendesk Out of Office app). Would a ticket be assigned to them when they are unavailable?
0