Recent searches

No recent searches

Setting a trigger to create a different New ticket when receiving a reply to a Closed ticket

Answered
image avatar

Phil Dyer

Posted Jun 11, 2021

We often have customers responding to an existing Closed ticket with a completely different query or problem. This causes the existing ticket to be reopened. Instead of this, I would like a brand new ticket to be created when a customer responds to a ticket with a status of Closed. Thank you.

0

3

3 comments

Date
    image avatar

    Mikkel Linnebjerg

    Hi Phil!

    Just to be completely sure that I understand your request; you do mean when a ticket is set to status "Closed" and the customer replies to this ticket you would like a new ticket to be created, is that correct?
    If I understood this correctly then it is already a natively handled part of Zendesk.

     

    When a ticket is set to status "Closed" (most likely through the use of an automation) it becomes "Immuteable", which means that the properties of the tickets are no longer possible to alter. This is also indicated in the ticket through the text appearing on the submit button (now changed to "Create a follow-up")

     

    If the customer, however, decides to makes a reply to this ticket or you/your agents press the "create follow-up"-button manually, the following will happen:

    • A brand new ticket will be created (in the example below the ticket has ID#58 and the original ticket has ID#27
    • The subject text will by default be named "Re:" + the subject text of the original ticket. 
    • The new ticket (ID #58) can now be submittet to a new status and will then 'live' as any other new ticket you recive or create manually.   

     

    Inside the new ticket you will be able to see the ticket ID of the original ticket while also being able to click on the orginal ticket ID, which will open the original ticket (allowing you to view its original content, but not make changes to it)  

     

    Please let me know if this helped anwser you question and contributed towards a solution to your issue.

     

    #helpsome regards,
    Mikkel Linnebjerg
    Zendesk Consultant @ helphouse.io

    0

    image avatar

    Stephanie B.

    Can you auto assign this new ticket to the same agent that solved the original one?

    0

    image avatar

    Gabriel Manlapig

    Zendesk Customer Care

    Hi Stephanie,

    By default, you can not assign a follow-up ticket to the assignee of the ticket at the moment they closed. As a workaround, create a workflow through the use of triggers and tags for each agent to achieve this goal. 
     
    For more information, please see this article: How can the follow-up tickets retain the ticket assignee?
     
    I hope this helps. Thank you!
     

    0

    Please sign in to leave a comment.

    Didn't find what you're looking for?

    New post