Follow-Up Tickets - Is there a way to manually link a ticket as a "Follow-Up" to another ticket?

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Aaron Doane

Zendesk Luminary

Posted Jan 09, 2025

I'm hoping someone else has run into this before and might have a solution. Currently, if multiple tickets from the same customer are about the same topic, we have the option to merge tickets, but it would be more useful to be able to designate a ticket as a “Follow-Up” to a prior ticket, allowing agents to quickly see that this is a repeat issue. 

Currently, customers can generate follow-up tickets when replying to a closed ticket, or an agent can create a follow-up ticket from a closed ticket, but there is no way to create the “follow-up” linkage manually. 

Has anyone else run into this use case?

 

Thanks!

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2 comments

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      Elaine

      Hi Aaron,
       
      Thank you for sharing your thoughts on this! You raise a valid point regarding the challenge of identifying repeat issues when customers open multiple tickets on the same topic. While merging tickets is a helpful feature, having the ability to manually designate a ticket as a “Follow-Up” to a prior ticket would indeed enhance visibility for agents.
       
      Currently, as you've mentioned, customers can generate follow-up tickets by replying to closed ones, and agents can create follow-ups from closed tickets. However, manual linkage is not available.
       
      It could be beneficial to explore custom fields or tags to help identify these cases better. Alternatively, consider utilizing automation to categorize them based on certain criteria.
       
      I’d love to hear if others in the community have tackled this issue or found creative solutions!
       
      Thanks again for bringing this up!

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      Isobel Rounovski

      I'm also wondering about this. For example, I'll get an email that I'll forward to our Zendesk or the customer will submit the ticket as a brand new ticket rather than as a reply to the original one, so the follow up exists at that point but it's not actually linked to the original ticket that it is a follow up to. There should be a way to link existing tickets up rather having to link them up from the start…

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