| Announced on | Rollout starts | Rollout ends |
| March 21, 2024 | May 08, 2024 | May 10, 2024 |
Zendesk is excited to announce that you can now modify your ticket settings so that the original group and assignee are copied on follow-up tickets.
This announcement includes the following topics:
What is changing?
Follow-up tickets are created whenever there's a response to a closed ticket from any channel. Previously, the original group and assignee from the closed ticket were not copied to the new, follow-up ticket.
Now, admins can allow the group and assignee to be included on follow-up tickets by modifying their ticket settings in Admin Center.
Why is Zendesk making this change?
We're making this change so that you can provide your agents with a more seamless experience when they're handling follow-up tickets.
What do I need to do?
You can modify your ticket settings in Admin Center. See Allowing original group and assignee on follow-up tickets for more information.
If you have questions or need assistance, contact Zendesk Customer Support. If you have product feedback or feature requests related to this announcement, visit our community forum where we collect and manage customer product feedback.