Question

How can I prevent follow-ups from being created?

Answer

You cannot prevent follow-ups from being created, but you can close them immediately. You can create a trigger to automatically close tickets created for follow-ups using the following trigger configuration.

To add a trigger to close tickets created by follow-ups

In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers
Click Add trigger
Enter a trigger Name
Optionally, specify a Description and Category. Under Meet ALL of the following conditions, select the following:

Ticket: Ticket > Is > Created
Ticket: Channel > Is > Closed ticket
Under Actions, click Add action
Select the following:

Ticket: Status > Closed
Include any other conditions or actions based on your workflow needs (see Trigger conditions and actions reference)
Click Create trigger

Prevent follow up trigger.png

For more information about setting up triggers, see Creating triggers for automatic ticket updates and notifications.