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When you respond to a closed ticket, a follow-up ticket is automatically created, pulling most data from the original. Some fields like comments and priority aren't included, but tags are inherited. You can reset tags with a trigger if needed. Follow-up tickets also maintain the original ticket's brand and support address. They aren't created when recovering tickets from the Suspended tickets view.
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.
When a follow-up ticket is created, it includes most field values and properties from the original ticket, with a few exceptions.
This article contains these topics:
Fields not included from the original ticket
The following fields are not included on the follow-up ticket from the original ticket:
- Comments
- Priority
- Type
- Group or Assignee
Admins can turn on a setting to include the original group and assignee on follow-up tickets though.
- Skills
Instead, skills are applied to the follow-up ticket based on your routing rules when the follow-up ticket is created.
- External ID
Follow-up ticket considerations
- Follow-up tickets inherit all tags from the original ticket. You can reset follow-up tickets' tags and tag-based fields with a trigger if needed.
- The channel for follow-up
tickets is Closed Ticket.
In Explore, follow-up tickets are reported through two different channels, depending on which attribute you're using:
- Closed Ticket: The Update channel attribute in the Updates history dataset uses this channel value.
-
Web: The Ticket channel attribute
in the Support
datasets uses this channel value.
See Explore recipe: Filtering for follow-up tickets for more information on including follow-up tickets in your Explore reports.
- When someone replies to a side conversation that belongs to a closed or archived ticket, a follow-up ticket is automatically created.
- When a follow-up ticket is created from an email response to a
closed ticket, the ticket inherits the previous brand of the
closed ticket. The follow-up ticket uses the support address
associated with the email that generated the original
ticket.
When an agent creates a follow-up ticket from the Agent Workspace, the ticket uses your default support address. Or, if you've set up multiple brands, it uses the default support address of the ticket's brand.
- Follow-up tickets are not created when recovering tickets from the Suspended tickets view.