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

42 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.

    3
  • Damon Noisette
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    Has there been any movement on this issue recently?

    3
  • 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
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    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

     

    2
  • Marcantony Luciani
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    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.

    1
  • 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.

    1
  • Martin
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    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. 

    1
  • 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

    5
  • Michael Southwell
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    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?

    2
  • Justin Marini
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    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.

    1
  • 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.

    0

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