Disable / Un-check 'Create follow-up' option
Hi
Is there a way that you can amend a ticket so that it isn't a follow-up?? For example, is there an option so that we can disable follow-up or select un-follow? We have multiple users that raise tickets as a 'follow-up' when in fact they are not related to their original ticket at all.
Our customers have been advised on how to raise tickets but yet they come through as 'follow-up' tickets. As I couldn't find any responses on the Forums - I raised a ticket however Zendesk support have suggested adding my query here. Hope you can help!
Thanks,
Sharon
-
+1
-
Looking at this again and finding that "Changed from" is an option in Triggers rather than Automations, But, still does not make sense since a new submission to support+123456 (with 123456 being a closed ticket) will not change the status of a closed ticket. It will open a new ticket referencing the old ticket.
-
Hey Russell - Please be sure you've used the voting arrows on the original post to register your vote. Thanks!
-
So just to be clear. There is no way to currently to create a trigger that will auto-close generated follow up tickets and provide them with directions on the "right" way to open a new ticket?
-
Hi Jim, how frequently does this come up for you?
-
I am going to try to use a flow to handle follow-ups better thanks to this idea
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.
-
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.
-
Very well said Josh!
This is the exact same issue we are facing! If we can't disable follow-ups then your alternative solution seems like a very good one. Let's hope ZenDesk come to the table on this matter!
-
A disable Followup Emails switch, so that
- inbound emails sent to support+id******-****@company.zendesk.com
- create a new ticket (instead of a follow-up - when the ticket has been closed) would be great for us.
-
Yet another popular "x years later" thread that Zendesk ignores.
-
I have created a trigger that works well to detect these tickets, notify the user, and automatically close the ticket. I currently have an automation to set the ticket from solved to closed after 16 business hours, so this only applies to tickets that are at least that old in case someone replies to a recently solved ticket that needed further work.
Conditions:
If comment text contains the following string "This is a follow-up to your previous request"
If status is New
Actions:
Email user requester "Your ticket was closed, email the correct address, bla bla bla"
Status = closed
-
I use social messaging add-on to integrated Facebook Private Messages with Zendesk
What I found is it mark any end-user ticket after the first one as follow up then follow-up after follow up and so on !
Zendesk Customer Support said that no solution yet.... because end-user replied to the same message through messenger even after the tickets were closed so that made it a follow-up ticket.
How can end-user that chat with us on Facebook Private Messages replied as a new messages since it is a chat box ?? -
This has been up since 2017, is there any chance this request will gain traction/be added to the roadmap in the foreseeable future?
-
Any news on this?
-
Five years later... is this something we can get going? I feel that the ability to modify a ticket to mark it as NOT a follow-up would be very useful and should just be a basic function.
-
+1
-
In Reply to Cloudbringersupport comment above, you can easily create an automation that sends out an email to customers if they respond to tickets that have already been closed:
Conditions:
Status-Changed From-Closed
Actions:
Email User = (requester)
Email Body:Your message that (#{{ticket.id}}) has already been closed: Please email your@email.com to raise a new ticket.
Action:
Status = Closed
We have this setup in our Zendesk and works fine.
:)
-
+1
-
Hi,
Following on from my previous request above, when our customers are 'creating follow-ups' when they shouldn't be, this appears to be affecting the 'First Time Reply' reports that are built in to Zendesk as I think it's calculating when the original ticket was raised rather than when they created a follow-up.
Please correct me if I'm wrong ;o)
Thanks,
Sharon
-
Looking at Gary's solution, I'm not sure if it will work. A follow up seems to create a new ticket linked to the previous one, but does not change the status of the original ticket.
-
+1
-
This is a great idea, really need this as we have some people in our business who cannot send a new email into the help-desk or apparently refuse to.
-
You or your Admin needs to verify they are indeed "follow-up", Nelson. If not, then your issue would be something else. If they are follow-up you might be able to train the users to not choose an auto-filled email address to your Zendesk with a ticket number in the address. The training has worked for many of our users and we get less now.
-
Has Zendesk created a fix for this yet or someone published a Workaround?
We work with Patients everyday and we've had multiple issues now where a Follow-up is created and then someone is looped into a CC that should not have been. This is completely unacceptable and a major data risk for us.
I see this issue is on-going for 2 years which is super concerning for me as a new user of Zendesk.
-
+1
-
Hi,
I'm looking for a solution for the same problem. Has this been addressed yet?
-
I find this feature (follow-up tickets) intersting but it would be nice to have the possibility to unlink to the old ticket in the agent space if the new issue has nothing to do with the old topic.
-
Is there an update on this?
-
Same question, any chance you can give users control over follow-ups? It's been a while...
-
Same question. It's not just a nuisance, but really a security concern as described multiple times above.
Please sign in to leave a comment.
72 Comments