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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

2025년 1월 09일에 게시됨

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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    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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