Understanding Field Inheritance in Zendesk Follow-Up Tickets
Why do follow-up tickets inherit field values in Zendesk?
Follow-up tickets in Zendesk inherit field values because they carry over all data from the original ticket, including custom fields and tags.
This is designed to maintain continuity and context from the original ticket. However, this can be problematic if you need to start fresh with a follow-up ticket. To address this, you can use triggers to reset certain fields by removing their associated tags.
More related questions
How can I reset drop-down field values for follow-up tickets in Zendesk?
To reset drop-down field values for follow-up tickets in Zendesk, you need to create a trigger that replaces the previous tag value of the custom fields. When a follow-up ticket is created, it inherits all the original ticket data, including custom…
Can I clear numeric and text fields for follow-up tickets in Zendesk?
Unfortunately, numeric and text fields cannot be automatically cleared when creating follow-up tickets in Zendesk. While you can reset drop-down and checkbox fields by manipulating tags, numeric, decimal, single line, and multi-line text fields do…
What is the process to create a trigger for resetting ticket fields in Zendesk?
Creating a trigger to reset ticket fields in Zendesk involves setting specific conditions and actions. First, create a trigger and set the conditions to 'Ticket is Created' and 'Ticket Channel is Closed ticket'. Then, under actions, set 'Ticket Set…
How can I manage multi-select field tags in follow-up tickets?
Managing multi-select field tags in follow-up tickets requires setting up a trigger to clear these tags. You can create a trigger with conditions that check if the ticket is a follow-up and if the multi-select field has values. Then, use an action…
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