Mike Beasley

I am sure adding a 45th comment to this years-old thread will probably not make anything happen, but this functionality should have been available from the start.

It's patently ridiculous that a follow-up ticket inherits custom field responses but does not inherit anything related to assignment at all. If it's truly a follow-up on the original issue, there is a nearly 100% chance that the same group will handle it at the very least, and in many cases the same agent will be involved. How does it make any sense to not just inherit those properties?

The fact that there's an article on the Zendesk Help Desk explaining how to use a whopping three triggers per agent to set up this functionality means they know it's something people want and that it's not feasible to setup at scale. So why not add the functionality?

I will reiterate what others have said. We should have the option of automatically routing new follow-ups to the original group, with an additional option to route to the same agent if they are still active in the system.