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Unlink Followup tickets from the original ticket

Yoram

Hi,

I wish to have the option to unlink follow-up tickets from the initial ticket since some of the follow-up tickets created were not related to the initial ones.

Some customers will reply to an old email from support to ask a new question. This creates a new follow-up ticket, unrelated to the original one.

in some cases, we have a daisy Chain of a few tickets unrelated to each other which is very confusing.

Thanks

Yoram

5 Commentaires

  • Terry Knox

    Yes! 

    0
  • Lou
    • Modifié
    Community Moderator
    The Product Manager Whisperer - 2022

    Yoram

    I don't have much experience with follow-up tickets, but what indicates to you that they're linked?

    0
  • Yoram

    Hi Lou,
    In a follow-up ticket you will have links to the source ticket.
    Here is more about it
    https://support.zendesk.com/hc/en-us/articles/4408883882522

    0
  • Lou
    Community Moderator
    The Product Manager Whisperer - 2022

    Yoram

    That can be annoying. I noticed there is a follow-up tag, but if I remove it, it doesn't remove the original ticket reference. Hopefully someone from Zendesk can weigh in on that.

    0
  • Yoram

    Lou

    The response I got from Zendesk Support is that this is the expected behavior and there is no option to unlink the tickets.

    I am hoping this feedback will be seen and voted enough to enter Zendesk's roadmap for product improvement 

    Thanks

    Yoram 

    0

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