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

66 Comments

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

    Morten's workaround technically works, so thank you Morten for that - I have used your recommendation. However, it is not a great customer experience. It causes a lot of customer confusion, because a new ticket is still created and then closed automatically via the workaround.  So the initial reply a customer still receives is that a new ticket number was created, then moments later they will receive the message about creating a new ticket instead. It can cause a confusing loop for the customer. Especially if they are not constantly monitoring their email and have 100s of emails they sift through daily. 95% of customers will get it, but 5% will see this as a pain.

     

    Zendesk the best solution will be a feature that sends them a message automatically informing them about the new ticket rejection without a new ticket generating all together.. 

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  • John Meyer

    I recently realized that I accidentally eliminated this problem when I connected an external address as the primary email address on this page: https://COMPANY.zendesk.com/admin/channels/talk_and_email/email

    When I previously forwarded emails from support@company.com to support@company.zendesk.com, tickets would generate an email address like support+123456@company.zendesk.com. Employees would use the autofill in Outlook and email a specific ticket instead of support@company.com, causing this issue.

    Now that I have connected the address, all email from Zendesk comes from support@company.com and the ticket is tracked via code in the ticket itself. So now the only email that hits autofill is the correct support@company.com, and this problem has vanished for us over time.

    The only time I ever see this issue is if someone finds an old email and hits reply to report a new issue, but that is rare. I have left the trigger in place that auto-closes tickets that I previously posted (just about the same as Morten's) for employees that have very old autofill data.

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  • Luis Pagan

    Thanks John for that note. I believe we would still encounter an issue if a customer creates a ticket via web widget, and saves the reply support+12345 email address. If they email support+12345 after a ticket has been closed a follow up would be created in that situation.

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  • John Meyer

    I just created a ticket via web widget and the email was from support@company.com. It did not create the support+123456@ email address. I don't believe it will create the unique email address if you are using an externally connected address, shown below.

    And here is a screenshot showing how it is not unique any longer:

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  • Luis Pagan

    Thanks for the help John! This is helpful.  I will use your suggestion and test it out. 

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