Disable / Un-check 'Create follow-up' option
已于 2017年2月02日 发布
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
65
78
78 条评论
Lukáš Kuzník
Dear 1263082149949
thank you for your feedback.
the issue is opened from 2017 in this chain and maybe even older chain exist - means that this is not one piece of feedback but the general issue already for more than 7 years
the main problem for us is that users created follow-up cases by mistake (they overlooked the different email address) are sharing sensitive data related to a new support case with users involved in previous case (followed one) - and this is a BIG SECURITY ISSUE which should be fixed immediatelly as a hot-fix and not “maybe” in 2025 !
thanks for understanding
Lukas
0
Gaurav Parbat
Hello all,
We understand the need for this enhancement. This means that we will think about adding it as a priority later in our planning cycle for 2025. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
0
Lukáš Kuzník
Dear ZenDesk support,
please fix this issue.
There are 2 updates we need :
1. give us possibility to generally turn off option
2. give us possibility to unlink follow up tickets for companies who wants to continue with follow up function
Thanks in advance
Lukáš
0
Jordan Moore
WHYYYYYYYYYYYYYYYYYYYYYY Can Zendesk not address customer requests. People have been asking for you to have an option to disable Follow-Ups since 2017 on here (SIX YEARS). It has caused a major mess in our database. We're seriously about to pull our contract from you all for lack of responsiveness. You dev team does absolutely nothing.
2
Ashley M
+1 this needs to be an option in the system or at the very least add conditions
1
Hannah Lucid
+1 for this. Definitely a challenge.
Case: Agent solve the original ticket. This email address for the ticket (support@org.zendesk.com+1234567) stays in their email directory. They either find the last response on the ticket or type "Zendesk" or "support" in the to field and send their new request, creating a follow-up ticket that is not related.
Solve: Allow organizations to turn off "create follow-up tickets".
Additional ask: Is there a way to have the original ticket copied on the follow-up? I know they link the tickets together, but for Organizations that use custom roles, when you don't allow agents in a specific group to see tickets for another group, it presents a challenge when follow-up tickets are created since the follow-up ticket group cannot see the original ticket.
0
Eric W.
The "follow up ticket" is a major issue for my organization. Our agents solve extremely complex issues and customers will use the follow up option for issues that are not related to the original ticket, expecting an immediate follow-up to an incorrectly routed ticket- and sometimes the customer requests are urgent in nature. This function has created serious confusion and often anger at our support agents since we already struggle with organizational response time. Being able to disable this feature would be a massive weight off our support team by reducing the number of lost/incorrectly routed tickets.
1
Kai B
Hello - I think my issue is slightly different here but I would also like some more control over Follow-up tickets
There needs to be more granularity and options in the permissions here I think to allow for organisations to manage responses to closed tickets in the way that they see as necessary to their business.
0
Jordan Moore
THIS ISSUE HAS BEEN OPEN FOR 6 YEARS!!
How do we turn off follow-up tickets. WE DO NOT WANT IT TURNED ON.
It's as simple as that.
4
Sydney Neubauer
+1 We have it where there is a single ticket, it will close and then the requester and CC will have a conversation and every single reply opens up a new ticket. As you can imagine, this creates 10+ tickets and a lot of work for our agents to merge the tickets together.
If we could unlink the follow ups, it would atleast help.
0
登录再写评论。