Understanding follow-up tickets

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Support

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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
• Follow-up ticket considerations

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.

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 uses the support address to which the email was sent.

  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.