Disable / Un-check 'Create follow-up' option

48 Comments

  • Marcel
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    Hate being a metoo guy, but I have to agree, if the follow up prevents tickets from being treated as 'new', then I'd like to be able to disable that app. 

    Not sure if it was mentioned, but now when we get a new ticket in, we also have to check for 'this is a follow up ticket to', as an optional check. Hopefully that will work in the meantime.

    4
  • Damon Noisette
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    Has there been any movement on this issue recently?

    4
  • Marcel
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    Hi Damon, 

     

    We were instructed by zendesk support to add the channel 'closed ticket' as an option in the trigger (so either 'closed ticket' or 'web form').  Hopefully that will let us assign priority to follow up tickets as well. 

     

    HTH. 

    2
  • Brix
    Comment actions Permalink

    It still exists and it is really not helping us, the majority of our customers are using the "create a follow-up" rather than creating a new one and the best part if they use it they don't leave any message

    See sample attached photo

     

    3
  • Marcantony Luciani
    Comment actions Permalink

    I am going to try to use a flow to handle follow-ups better thanks to this idea

     

    https://support.zendesk.com/hc/en-us/community/posts/204142436-Closed-Ticket-as-a-Channel-What-does-this-mean-

     

    Let you know how it goes. In theory if the channel creating the ticket is Closed ticket you can manage the follow up better or deflect it with a response. 

     

    1
  • Ash Parker
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    A solution needs to be found.

    2
  • Michael Southwell
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    Has there been any movement on this functionality?

    Re-training users is not practical. 

    Either having the option to change a ticket from follow-up to a new separate ticket or having an approval process before a follow up is created would be ideal.

    It is rare that we have users intentionally creating a follow-up ticket on a related matter (more often they are just creating a new ticket using the old, unrelated ticket's ID), and the idea of emailing users back and saying they are not doing it right and should try again is not a good look.

    Please provide us with an update on any proposed solutions to this issue.

    2
  • Martin
    Comment actions Permalink

    Please make this happens.

    I have users replying to old tickets with Satisfaction ratings on them that messes up our KPI.

    Also there is no reason for my any of my customers to reply to an closed ticket weeks after it been closed. That is the whole reason why we keep it in Solved for 5 days and then automatically closes it. 

    2
  • Martin Meraner
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    Hi,

    this turns out for us to be a real issue. People make lots of mistakes, they create a helpdesk case via email, then get a reply and use that reply over and over again to contact the support team. Worse of all, when doing so, their Outlook will cache the direct reply address with the ticket number associated. So even when making the effort to create a new ticket via email, they use the wrong address to write to (as it still reads as our helpdesk portal in the description text for the email address). Also, also, tags are propagated, hence filled out forms that had tags, will get tags over and over again, creating false positives in tag-related searches/statistics.

    I know it is asking a lot, but any measure to avoid this would be appreciated.

    Best

    Martin

    7
  • Michael Southwell
    Comment actions Permalink

    Very well said Martin!

    This is the exact same case for us and it is incredibly frustrating!

    Can we please have the ability to disable follow ups or at least some options to assist in triaging the damage caused by this oversight?

    3
  • Justin Marini
    Comment actions Permalink

    This is a major issue for us too, a solution is really needed. Follow-ups just make a real mess for our system.

    I would love a feature to block a Follow-up and force the user to create a new ticket.

    2
  • Nelson Aponte
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    Unfortunately this has been an issue for years.  As much as we inform our end users they continue to create follow ups.  There has been no acknowledgement from Zendesk support on this problem.

    1
  • Josh Risbey
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    This is an ongoing problem for our organisation also and I was hoping to find information on adjusting business rules to handle this but here we are. 

    Investigating this issue from a user-behaviour context revealed more information that may be of some use:

    What is occurring has been well established (multiple zendesk customer organisations are reporting the same mechanism causing the defect and resulting in a set of common issues.

    The main assumption as to why this has happened is end-users actively locating and replying to a previous e-mail update from a recent support ticket to raise a new issue - this was the thinking here and at other organisations based on the comments above, and also fits as to why Zendesk wouldn't have predicted this to eventuate as a common issue because surely any rate of non-genuine followup emails would be negligible and due to mistakes. Another theme is end-user behaviour not changing in any meaningful way even after the issue being communicated - I bet there isn't any queries raised either. 

    End-users aren't doing this in these volumes - they are starting a new email to raise a support case and as they type in the support contact or address name, their e-mail client will show automatically cached recently used addresses (including unique support addresses from previous tickets), and as the support e-mail address Display Name sent to end users for previous cases is often the same as the regular support contact they hit tab or enter without realising that the trailing email address <support+id******-****@********.zendesk.com> will be processed as a follow-up. 

    It explains why end-users continue to do this even after being asked not to and reasonably explains why this problem wasn't identified during development and testing. It is still largely a theory, but if you can add a prefix to the display name on outbound messages to end users and create self-service instructions to remove the autocached zendesk addresses from their email client and see if there is a reduction in volumes of defect follow-up tickets created it may help. 

     

    3
  • Michael Southwell
    Comment actions Permalink

    Very well said Josh!

    This is the exact same issue we are facing! If we can't disable follow-ups then your alternative solution seems like a very good one. Let's hope ZenDesk come to the table on this matter!

    1
  • Adrian Bell
    Comment actions Permalink

    A disable Followup Emails switch, so that

    - inbound emails sent to support+id******-****@company.zendesk.com

    - create a new ticket (instead of a follow-up - when the ticket has been closed) would be great for us.

    3
  • Marko Jak
    Comment actions Permalink

    Has Zendesk created a fix for this yet or someone published a Workaround?

    We work with Patients everyday and we've had multiple issues now where a Follow-up is created and then someone is looped into a CC that should not have been. This is completely unacceptable and a major data risk for us.

    I see this issue is on-going for 2 years which is super concerning for me as a new user of Zendesk.

    0
  • Andy R
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    Yet another popular "x years later" thread that Zendesk ignores.

    0
  • John Meyer
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    I have created a trigger that works well to detect these tickets, notify the user, and automatically close the ticket. I currently have an automation to set the ticket from solved to closed after 16 business hours, so this only applies to tickets that are at least that old in case someone replies to a recently solved ticket that needed further work.

    Conditions:

    If comment text contains the following string "This is a follow-up to your previous request"

    If status is New

    Actions:

    Email user requester "Your ticket was closed, email the correct address, bla bla bla"

    Status = closed

    1

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