Creating Follow-Up Tickets for Closed Tickets in Zendesk
How can I create a follow-up ticket for a closed ticket in Zendesk?
To create a follow-up ticket for a closed ticket in Zendesk, simply locate the closed ticket you want to follow up on. You can do this by searching for the ticket number, finding the requester, or creating a view for closed tickets. Once you have the closed ticket open, you'll see an option to create a follow-up ticket. Click 'Create follow-up' to generate a new ticket that references the closed one.
The new ticket will include most of the original ticket's data, except for certain fields like comments, priority, type, group, or assignee. You can update the ticket data as needed and then click 'Submit' to save the new ticket. The requester will receive an email notification for the new ticket, assuming you haven't modified the standard triggers in your account. For more details, check out theoriginal Zendesk article.
More related questions
What information is carried over to a follow-up ticket in Zendesk?
When a follow-up ticket is created in Zendesk, it inherits most of the field values and properties from the original ticket. However, there are some exceptions. The follow-up ticket does not include comments, priority, type, group or assignee, and…
Can I change the assignee for a follow-up ticket in Zendesk?
By default, follow-up tickets in Zendesk do not retain the assignee from the original ticket. However, you can create a workflow using triggers and tags to assign follow-up tickets to the original ticket's assignee. This involves tagging tickets…
How do follow-up tickets work with email threads in Zendesk?
When an end-user replies to a closed ticket via email, a follow-up ticket is created, and the entire email thread is visible in the follow-up ticket. However, if an agent manually creates a follow-up ticket, the original ticket exchange is not…
Can I reset tags for follow-up tickets in Zendesk?
Yes, you can reset tags for follow-up tickets in Zendesk. By default, follow-up tickets inherit all tags from the original ticket. However, if you need to remove these tags, you can create a trigger that uses the 'Set Tags' option to replace all…
How can I automate ticket form adjustments for follow-up tickets in Zendesk?
To automate ticket form adjustments for follow-up tickets in Zendesk, you can use a combination of triggers. One trigger can add a tag based on the form used on the original ticket, and another can set the form based on that tag. For example, if…
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