Follow-up ticket

Answered

4 Comments

  • Brett Bowser
    Zendesk Community Team

    Hey Joe,

    I did some digging on my end and it looks like there's no way to disable the creation for follow-up tickets at this time. Instead, it may be possible to tag the user's profile that should not be able to create a follow-up ticket and create a trigger that automatically closes the ticket. I've attached a screenshot of a sample trigger below:

    Let me know if you have any other questions for me.

    Cheers!

    1
  • Rebecca Katz

    Brett Bowser do you know if the ZD team has created a way to prevent follow-up tickets or at least control which custom fields are copied over when a follow-up ticket is created? Not being able to control which fields are copied over can seriously impact our processes and reporting. 

    Thanks! 

    0
  • Ekaterina Sumolaynina
    Zendesk Customer Advocate

    Hey Rebecca!

    Unfortunately, the only way to stop follow-up tickets is to use trigger that would close it automatically as Brett has already suggested. Also it's not possible to control which fields are copied from closed tickets into follow-up tickets.

    We have another thread where our customers are asking for the feature to disable follow-up tickets, I would recommend subscribing to it in case if there are any updates from our side:

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

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  • Ekaterina Sumolaynina
    Zendesk Customer Advocate

    To follow up my previous answer: there is a workaround to reset values for values in ticket fields in follow-up tickets, but it will work only with drop-down ticket fields that relay on tags.

    Please have a look at this article we have here:

    How can I reset drop-down field values for follow-up tickets?

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