Information Carried Over to Follow-Up Tickets in Zendesk
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 skills from the original ticket.
Instead, skills are applied based on your routing rules when the follow-up ticket is created. Tags from the original ticket are carried over, but you can reset them using a trigger if needed. The channel for follow-up tickets is marked as 'Closed Ticket' for business rules and ticket events, or 'Web' for reporting purposes.
More related questions
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…
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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