Undo a Follow-Up

Comments

49 comments

  • Avatar
    Steve Layman

    We need this as well. I actually need to turn it off for all tickets going to a specific email address. We have our chat logs coming in as tickets as well and the subject line contains the chat number. ZenDesk is picking up that chat number and thinking it's in relation to a previous ticket.

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    Johnathan Herbst

    Yes I also need this feature completely removed please or just the ability to disable it. It's creating follow up's to a bunch of previous tickets if we get requests from our clients, as they start their subjects with their request ID's for their own helpdesk i.e. #39,890 then it wil automatically assume it's a follow up to ticket #39 on Zendesk for example

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    Amy Au-Yeung

    hey guys,

    Thanks for reaching out. Unfortunately the only thing i could think of at the moment is to put a space between the pound-sign and the number, so that Zendesk would not associate that as a ticket number and create a followup for you :(

    Sorry for the inconvenience we may have caused. I'll go ahead and move this forum entry to the Feature Request forum instead so others can help vote this up :( :(

    amy

    Zendesk Support

  • We sorely need this as well. Many of our fields capture numbers (phone numbers, citation numbers, client numbers, etc.) and our customers often email us with this information with the # before it. So while I appreciate the tip that we can put a space between it when we are doing it, we have no control over how the customer sends us the information. So their support ticket gets automatically linked to someone else's. This is a big issue for us. We deal with senstive data in our core system, and if we start linking customer information wrongly to each other in our support system, in makes our customers nervous that we aren't handling their sensitive information in our other system correctly. (Plus it just simply muddies the water!). Please, please find a way to make this a feature you can choose to turn off, and also make it possible to "unlink" items that were linked when they shouldn't have been.

    Thanks!

    Dee

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    Juliet Glaüber

    PLEASE FIX THIS!

    Even though we've tried to get them to be more careful, our users will send us a new ticket that looks to be a follow-up to an old one. This makes the "follow up" indicators for all tickets USELESS, and just adds confusion to a service that should be simplifying our communication.

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    PatricioColombo

    I agree as well. This feature only confuses the reporting and us being unable to "unlink" tickets that have been incorrectly and/or accidentally linked causes us grief as it confuses our automations, triggers, and fails SLAs on tickets that are nowhere near failing SLAs, etc.

    Please give us the ability to at least turn the feature off if you won't do it on a ticket by ticket basis!

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    PatricioColombo

    I need this as well. The follow up "feature" generates tickets that instantaneously fail our SLAs due to the rules on the triggers and automations, so a ticket that was solved within the right timescales a month ago that is followed up accidentally by emailing the specific address of the ticket (this is very normal unfortunately due to the suggested email addresses on email clients). 

    We need a way to unlink those incorrectly created follow ups

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    Jean Jimbo

    I'd appreciate this as well. We have customers who only ever open follow ups for completely unrelated issues and as such our stats are totally skewed. 

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    Jake Holman

    Could you talk a bit more about how you're seeing your stats be affected by follow ups? I have to admit, I'm pretty naive when it comes to stats, so please speak slowly :) 

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    PatricioColombo

    Say a ticket was closed correctly last month within SLAs and all.

    The user sends us another request, this time, when they type it.support@jamieoliver.com as they should do, Outlook suggests one of the ticket specific addresses. The user, as all of them are offered as "IT Support", selects the first one, which isn't actually  it.support@jamieoliver.com but whatever the ticket specific composition is, and emails that instead.

    We then get a new ticket, marked "followup", and related to the original ticket that was closed successfully a month ago. Now that ticket is marked as failed when it comes to SLAs, and the new one fails on arrival its response time SLAs, etc. 

    The best that could happen to us is either be able to turn follow up off completely, as maybe 1 in 1000 is an actual follow up, the other 999 are these cases that are driving us insane

  • Avatar
    Annastashia Cambridge

    Hi, it would be great please to be able to disassociate a follow-up type ticket from the ticket it was created against. It happens with some frequency but it looks as though other organisations have more advanced need than I do,  it nevertheless is a pain.

    Our end user's skills vary and rather than use the web form to create a new ticket or send a new email, they simply reply to an old one. This of course creates a follow up ticket against a ticket that has nothing whatsoever to do with their new request. I simply need to disassociate the follow-up and make it either a standalone ticket or a child ticket off something else. :) Its kind of like the reverse of a 'merge' :). 

    Many thanks!

    Annastashia

  • Avatar
    Jacob Mattison

    I will chime in that we'd really like to be able to turn off follow-up tickets.  They are almost never useful, and we have one very serious problem: we have custom fields for things like rank, actual hours, dates, etc., and when these are copied over from old tickets the new tickets now have the wrong information.

  • Avatar
    PatricioColombo

    Will Zendesk ever do anything about it or comment at all about this? All we have is a comment from 2011 from Amy!!!

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    Ben Copeland

    Yup another user that REALLY wants this.

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    Jean Jimbo

    Just going to add more 2 cents to my first 2 cents: We have end users replying to closed tickets which have nothing to do with their new support requests. Our stats therefore show that we have a bunch of issues that are opened via the Closed Ticket channel which is untrue for 99% of them. It's just end users who don't want to change their ways by creating new tickets no matter how many times you ask them to. Giving us this option means we don't have to attempt to change people's behaviour and we can have more accurate stats too. 

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    PatricioColombo

    I couldn't agree more with you guys, but it seems Zendesk is not interested at all in helping us with this. I have the exact same problem you guys are describing

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    Ed Ball

    It would be nice to turn off Follow Ups. For us it seems to just be an ease of entry for customers to ask new questions that have nothing to do with the original request it is supposed to be a follow up to.

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    Veronica Gower

    One of my Clients had this problem too, and the cause was a wrong email address of our support. For some reason they had: support+id(#closed ticket)@company.zendesk.com

     

    Our solution was fix the email from Client's outlook.

     

    Maybe you can try to do the same.

    I hope that help you!

     

  • Avatar
    Kevin Hill

    I agree that disabling Follow-ups would be a good option to have. I'd say they are somewhat helpful but we do get a lot of people accidentally or carelessly replying to old ticket notifications, resulting in unrelated follow-ups.

    I wonder if Zendesk might consider replacing this on the new ticket form with something like the auto-suggest feature from the forums. The user could search/choose from a list of their closed tickets to link to the new ticket. 

    In any case, we also didn't like how custom fields from the old ticket were moved to the new ticket. That's rarely helpful for us, especially because our fields are for things like the Resolution notes and custom priorities.

    We created a trigger to reset custom fields to blank values whenever a follow-up is opened. I attached a screenshot of the trigger setup in case it helps anybody. We have it ordered first.

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    Jukka Lipponen

    Any updates or news about this?

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    PatricioColombo

    It would be great if we could get ANYBODY from Zendesk (post 2011) to tell us:

    1) if this will EVER be actioned

    2) If not, why is this not possible

    This is not a feature, it's quite the opposite

  • Avatar
    Jessie - Community Manager

    Hi Jukka!

    Zendesk is set up so that a matching subject line isn't sufficient to create a follow-up ticket, so that definitely doesn't sound right. I've gone ahead and created a ticket for you so our Support Team can take a closer look at this and see if we can get to the bottom of it. We'll see you there shortly!

  • Avatar
    PatricioColombo

    Jessie, any chance of a comment from Zendesk on this, apart from the problem Jukka had?

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    Jake Holman

    Hey guys,

    So I think I'm understanding a lot more about why follow ups aren't being useful in either someway or entirely for some of you.

    I should point out here that we actually have a lot of the flip side, where people do find follow ups very useful. Many have opposite wants to yourselves.

    Things have changed a bit since the original post here, so let me just back track a little. 

    Our SME/Accounting Teams will send us a request to release certain reports or fix certain report data. However everytime they send the request with the report number in the Title Field it creates it as a Follow-Up to a Ticket number such as #710. Unfortunately ticket #710 is not relevant to the actual report

    We made a change a few months ago which means we're no longer scanning the subject line for ticket IDs. This should mean that the above scenario is no longer possible.

    They are almost never useful, and we have one very serious problem: we have custom fields for things like rank, actual hours, dates, etc., and when these are copied over from old tickets the new tickets now have the wrong information.

    This seems to be a recurring theme here. I can certainly see how this is disruptive to workflow, and I'm not sure you should have to create a trigger just to overcome that.

    Would an option to not carry over ticket field data for follow up tickets be useful here?

    I agree that disabling Follow-ups would be a good option to have

    This has been mentioned by a number of you. So before I comment, a quick history story.

    Many years ago, when your customers would respond to an email notification and that response was to a ticket that was now closed, we would straight up reject the email. An email would be sent back to the customer telling them to create a new ticket.

    At the time that we looked into this, we determined they were responding to the original request because they had let it lapse after the agent set the ticket to solved. We didn't see much in the way of customers responding completely unrelated to the original ticket. Hence, we create follow ups.

    Now, about disabling follow ups. What would you expect to happen in this case? The email gets rejected and they're told to create a new ticket? Or we create a new ticket with no relationship to the original ticket?

    One of my Clients had this problem too, and the cause was a wrong email address of our support. For some reason they had: support+id(#closed ticket)@company.zendesk.com

    Ah yes. We'd love it if email clients just didn't store reply-to addresses in their autocompletes. Sadly we're not going to be able to get around this one.

  • Avatar
    Jean Jimbo

    Follow ups are certainly useful except in the cases where they are unrelated. Having said that, creating a new ticket with no relationship to the original ticket would probably work for us

    Jake, are you guys thinking to disable Follow ups completely or on a ticket by ticket basis?

    I like Kevin's idea of giving customers an option to select from the tickets they've raised before if they want to create a follow up when submitting a ticket.  

    BTW Veronica's suggestion applies to some of our customers, we'll be asking them to update the email address. 

  • Avatar
    PatricioColombo

    Most of my clients email the help desk rather than go to the web interface, so suggesting previous cases is not an option for us.

    The problem is not that people are stupid or not (that can be debated on another post), but the fact most email tools remember the last time you typed something, and unfortunately in our case, it's the last ticket they sent us, even if it was a year ago.

    Example: our support team is contactable to it.support@jamieoliver.com, and they get an automated response from zendesk in the usual format support+ticketID@jamieoliver.zendesk.com

    The problem is that the next type they compose a new email and type "IT support", Outlook, Google, and others, resolve the name to support+ticketID@jamieoliver.zendesk.com, not it.support@jamieoliver.com, and therein lies the problem.

    I would suggest two options:

    a) Allow tickets to be "unlinked"

    b) giving each zendesk account the option of enabling this or not.

    If enabled: the behaviour continues as is.

    If disabled: several options:

    b.1) straight rejection of new email and suggest emailing again (probably too brutal and not feasible for most)

    b.2) open a new ticket 

    b.3) Let the agent create link just as you allow tickets to merge, you could have the exact same functionality, but on a closed ticket this would generate a follow- up instead of a merge.

    b.4) still offer a plain unlink as in option a).

     

  • Avatar
    Colin Piper

    Jake, thank you for taking the time to post here - we really appreciate the fact that you and your fellow Product Managers take part in these discussions. 

    For me personally I would like to see the ability to remove the follow up reference when an agent determines it is not applicable (perhaps with role control over this). Also I find the copying over of field data annoying and I have a trigger that deals with this. Perhaps this can be optional across the board for each customer. 

    Just thinking out loud a moment, if you do copy over data then what would happen if you unlink the two tickets? Tough one.

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    Heather R

    I'm curious what triggers other admins have created or any workaround for this. This issue is in the top 3 complaints of why Zendesk is "difficult". It's not!

    Anyone open to sharing what they did in the system to overcome this issue where end users create follow ups by accident?  You KNOW we're not going to be able to train thousands of people to do it correctly. I really need some help!

  • Avatar
    PatricioColombo

    Is anybody from Zendesk available to comment further on this?

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    Mike Pociask

    We just need the ability to turn on/turn off followups... or just allow us to build triggers that can control followups instead of having that be a behind the scenes.

    The issue we have is that the followups will add all the CC's from the original ticket to the new one. 

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