Workflow for Follow-Up Tickets from Side Conversations
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 original assignee and group.
The first comment in the follow-up ticket is a private comment, appearing as an internal note. You will receive an email notification about the creation of the side conversation on the follow-up ticket, not the original ticket. This ensures that the follow-up ticket is visible to agents and can be managed appropriately.
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…
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…
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…
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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