Sharon Skinner

Hi,

Following on from my previous request above, when our customers are 'creating follow-ups' when they shouldn't be, this appears to be affecting the 'First Time Reply' reports that are built in to Zendesk as I think it's calculating when the original ticket was raised rather than when they created a follow-up.

Please correct me if I'm wrong ;o)

Thanks,

Sharon

Hi

Is there a way that you can amend a ticket so that it isn't a follow-up?? For example, is there an option so that we can disable follow-up or select un-follow? We have multiple users that raise tickets as a 'follow-up' when in fact they are not related to their original ticket at all.

Our customers have been advised on how to raise tickets but yet they come through as 'follow-up' tickets. As I couldn't find any responses on the Forums - I raised a ticket however Zendesk support have suggested adding my query here.  Hope you can help!

Thanks,

Sharon