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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
  • 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.

  • 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.
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