Controlling Assignee for Follow-Up Tickets
How can I control the assignee of a follow-up ticket from a side conversation?
By default, follow-up tickets from side conversations retain the original ticket's assignee and group. However, you can use triggers to change this behavior. For instance, you can create a trigger that assigns the follow-up ticket to a different group or agent based on specific conditions.
To set this up, you might need to experiment with different trigger conditions to find what works best for your workflow. Checking the ticket event logs can also help you understand how assignments are being made.
More related questions
What happens when someone replies to a side conversation on a closed ticket?
When someone replies to a side conversation on a closed or archived ticket, a follow-up ticket is automatically created. This new ticket includes the side conversation and retains the original assignee and group value. The follow-up ticket can then…
Can I disable the automatic creation of follow-up tickets for side conversations?
Currently, there is no native way to disable the automatic creation of follow-up tickets for side conversations in Zendesk. This feature is designed to ensure that replies to side conversations on closed tickets are not missed. If you feel this…
Why are follow-up tickets not created for side conversations in child tickets?
Follow-up tickets are not created if a side conversation within a child ticket is updated while the parent ticket is closed. This is a current system limitation in Zendesk. If this limitation is causing issues, consider providing feedback to…
What is the workflow for follow-up tickets created from side conversations?
The workflow for follow-up tickets from side conversations involves several steps. When someone replies to a side conversation on a closed or archived ticket, a follow-up ticket is created. This ticket includes the side conversation and retains the…
How do follow-up tickets affect ticket volume and reporting?
Follow-up tickets from side conversations do count towards your ticket volume and include tags from the original ticket, impacting your reports. If you delete a follow-up ticket after addressing the side conversation, further replies will create a…
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