How can I prevent follow-ups from being created

Question

How can I prevent follow-ups from being created?

Answer

You cannot prevent follow-ups from being created, but you can close them immediately. You can create a trigger to automatically close tickets created for follow-ups using the following trigger configuration. 

To add a trigger to close tickets created by follow-ups

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers
2. Click Add trigger
3. Enter a trigger Name

4. Optionally, specify a Description and Category. Under Meet ALL of the following conditions, select the following:

   Ticket: Ticket > Is > Created
   Ticket: Channel > Is > Closed ticket

5. Under Actions, click Add action

6. Select the following:

   Ticket: Status > Closed

7. Include any other conditions or actions based on your workflow needs (see Trigger conditions and actions reference)
8. Click Create trigger
   

For more information about setting up triggers, see Creating triggers for automatic ticket updates and notifications.