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

61 Comments

  • Nicole Saunders
    Zendesk Community Manager

    Hey Russell - Please be sure you've used the voting arrows on the original post to register your vote. Thanks!

    1
  • Russell Bolles

    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?

    1
  • Jim Aycock

    Please let us disable follow-up tickets, when a ticket is closed.  

    We have many customers who create tickets as a 'follow-up' when in fact they are not related to their original ticket at all.  This causes lots of problems with ticket routing and with reporting.  

    1
  • Nicole Saunders
    Zendesk Community Manager

    Hi Jim, how frequently does this come up for you? 

    1
  • Marcantony Luciani

    I am going to try to use a flow to handle follow-ups better thanks to this idea

     

    https://support.zendesk.com/hc/en-us/community/posts/204142436-Closed-Ticket-as-a-Channel-What-does-this-mean-

     

    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. 

     

    1
  • Nelson Aponte

    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.

    1
  • Josh Risbey

    This is an ongoing problem for our organisation also and I was hoping to find information on adjusting business rules to handle this but here we are. 

    Investigating this issue from a user-behaviour context revealed more information that may be of some use:

    What is occurring has been well established (multiple zendesk customer organisations are reporting the same mechanism causing the defect and resulting in a set of common issues.

    The main assumption as to why this has happened is end-users actively locating and replying to a previous e-mail update from a recent support ticket to raise a new issue - this was the thinking here and at other organisations based on the comments above, and also fits as to why Zendesk wouldn't have predicted this to eventuate as a common issue because surely any rate of non-genuine followup emails would be negligible and due to mistakes. Another theme is end-user behaviour not changing in any meaningful way even after the issue being communicated - I bet there isn't any queries raised either. 

    End-users aren't doing this in these volumes - they are starting a new email to raise a support case and as they type in the support contact or address name, their e-mail client will show automatically cached recently used addresses (including unique support addresses from previous tickets), and as the support e-mail address Display Name sent to end users for previous cases is often the same as the regular support contact they hit tab or enter without realising that the trailing email address <support+id******-****@********.zendesk.com> will be processed as a follow-up. 

    It explains why end-users continue to do this even after being asked not to and reasonably explains why this problem wasn't identified during development and testing. It is still largely a theory, but if you can add a prefix to the display name on outbound messages to end users and create self-service instructions to remove the autocached zendesk addresses from their email client and see if there is a reduction in volumes of defect follow-up tickets created it may help. 

     

    1
  • Michael Southwell

    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!

    1
  • Adrian Bell

    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.

    1
  • John Meyer

    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

    1
  • CS Supervisor

    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 ??

    1
  • Tyler Tew

    This has been up since 2017, is there any chance this request will gain traction/be added to the roadmap in the foreseeable future?

    1
  • Carlos Santos

    Any news on this? 

    1
  • Tom Whipps

    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
  • Carolina Rodriguez

    +1

     

    0
  • Marcantony Lightyear

    +1 

     

    0
  • Sharon Skinner

    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

    0
  • Pablo Destefanis

    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.

    0
  • Russell Bolles

    +1

    0
  • I.T Support Help Desk

    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. 

    0
  • Frojon Banwell

    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.

    0
  • Marko Jak

    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.

    0
  • Andreas Ramstad

    Yet another popular "x years later" thread that Zendesk ignores.

    0
  • Admin Zendesk

     

     

     

    +1

     

    0
  • Yvette Partida

    Hi, 

    I'm looking for a solution for the same problem. Has this been addressed yet? 

     

    0
  • Anaïs France

    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.

    0
  • Fernando Encinas

    Is there an update on this? 

    0
  • Denis Oskolkov

    Same question, any chance you can give users control over follow-ups? It's been a while...

    0
  • barbara

    Same question. It's not just a nuisance, but really a security concern as described multiple times above.

    0
  • Dave Dyson
    Zendesk Community Manager
    Thanks for sharing this workaround, Morten!
    0

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