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

Please make this happens.

I have users replying to old tickets with Satisfaction ratings on them that messes up our KPI.

Also there is no reason for my any of my customers to reply to an closed ticket weeks after it been closed. That is the whole reason why we keep it in Solved for 5 days and then automatically closes it. 

Has there been any movement on this functionality?

Re-training users is not practical. 

Either having the option to change a ticket from follow-up to a new separate ticket or having an approval process before a follow up is created would be ideal.

It is rare that we have users intentionally creating a follow-up ticket on a related matter (more often they are just creating a new ticket using the old, unrelated ticket's ID), and the idea of emailing users back and saying they are not doing it right and should try again is not a good look.

Please provide us with an update on any proposed solutions to this issue.

A solution needs to be found.

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. 

It still exists and it is really not helping us, the majority of our customers are using the "create a follow-up" rather than creating a new one and the best part if they use it they don't leave any message

See sample attached photo

Hi Damon, 

We were instructed by zendesk support to add the channel 'closed ticket' as an option in the trigger (so either 'closed ticket' or 'web form').  Hopefully that will let us assign priority to follow up tickets as well. 

HTH. 

Has there been any movement on this issue recently?

Hate being a metoo guy, but I have to agree, if the follow up prevents tickets from being treated as 'new', then I'd like to be able to disable that app. 

Not sure if it was mentioned, but now when we get a new ticket in, we also have to check for 'this is a follow up ticket to', as an optional check. Hopefully that will work in the meantime.

+1

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.