Closed Ticket as a Channel - What does this mean?

Answered

7 Comments

  • Jessie Schutz
    Zendesk team member

    Hi Cheryl!

    This means that a customer created a new ticket by replying to an old ticket that's now in Closed status in your Zendesk.

    Once a ticket is moved to Closed status, it can no longer be changed in any way. This means that if a customer replies to an email notification from that old, closed ticket, the ticket will not be re-opened. A Follow-Up ticket will be created instead.

    When a Follow-up ticket is created from a Closed ticket, it will show "Closed Ticket" as the channel. At the top of that ticket, you'll see a blurb that says something to the effect of, "This ticket was created as a follow-up to <ticket#>". You can click on the old ticket number to view the original, closed ticket.

    Hope that clears things up! Please let me know if you have any other questions!

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  • Marc Schuette

    How would we find out the specific ticket #'s created via this channel so we could trace back and find out why the user created them this way?

     

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  • Jessie Schutz
    Zendesk team member

    Hi Marc!

    You can create a View in your Zendesk using the condition Ticket:Channel > Is > Closed ticket. That'll bring up all of the unarchived tickets created through that channel. That should get you where you need to go!

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  • Shannon Lewis

    When Zendesk creates the new ticket, it looks like it copies over all the tags from the old ticket. This is causing one of our triggers to misfire.  Is there a reason that all the tags from the closed ticket are copied over and is there a way to keep that from happening (at least for that one tag)?

    thanks,

    Shannon

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  • Heather Rommel
    Community Moderator

    @Shannon we had the same issue and decided to create new Inmail triggers for Channel IS Closed Ticket for each of our main groups.

    We set this trigger up to clear all the inherited tags by using the "Set tags" in our Actions section of the trigger. But if it's only one tag that you want to get rid of, you can use the "Remove tags" option.

    Hope that helps!

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  • Shannon Lewis

    @Heather.. that makes perfect sense. thanks!

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  • Nicole S.
    Zendesk Community Team

    Thanks for jumping in, Heather! Glad to hear you got this resolved, Shannon. :) 

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