Skills Inheritance in Follow-up Tickets in Zendesk
Do follow-up tickets inherit skills from the original ticket in Zendesk?
No, follow-up tickets in Zendesk do not inherit skills from the original ticket.
When a follow-up ticket is created, it inherits most data from the original ticket, but skills are an exception. Skills are applied to the follow-up ticket based on your triggers or routing rules at the time of its creation. This allows for flexibility in handling follow-up tickets with potentially different skill requirements.
More related questions
How can I assign skills to tickets in Zendesk?
Assigning skills to tickets in Zendesk is essential for skills-based routing. You can do this automatically using triggers or routing rules, or manually. Using triggers is recommended as they can automatically add skills to tickets when they are…
What are the methods to add skills to tickets in Zendesk?
In Zendesk, you can add skills to tickets using three methods: triggers, routing rules, and manual addition. Triggers are the recommended method as they allow skills to be added automatically when tickets are created or updated. Routing rules apply…
How do I use triggers to add skills to tickets in Zendesk?
Using triggers to add skills to tickets in Zendesk is a powerful way to automate skills-based routing. To set up a trigger, go to Admin Center, navigate to Objects and rules, then Business rules, and select Triggers. Create or edit a trigger,…
Can I manually add skills to tickets in Zendesk?
Yes, you can manually add skills to tickets in Zendesk if you have the necessary permissions. To manually add skills, open the ticket in Support, use the dropdown under the Skills field to select the skills you want to add, and click Submit. This…
How do I remove skills from a ticket in Zendesk?
Removing skills from a ticket in Zendesk can be done using triggers or manually. To use triggers, go to Admin Center, navigate to Objects and rules, then Business rules, and select Triggers. Create or edit a trigger, specify conditions, and under…
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