Creating a follow-up for a closed ticket

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When a ticket is closed, it can't be altered or reopened. However, any response to a closed ticket from any channel automatically creates a follow-up ticket. A follow-up ticket is a new ticket that references the closed ticket and includes most of its data. See Understanding follow-up tickets to learn more.

You can create a follow-up ticket in the Agent Workspace.

To create a follow-up for a closed ticket

In Support, locate the closed ticket for which you want to create a follow-up ticket.
You can do this by locating the requester first and then selecting one of their closed tickets, by searching for the ticket number, or by creating a view for closed tickets and locating the ticket there.

Open the ticket and click Create follow-up.

A new ticket is created with most of the same data as the original ticket. The ticket is populated with only the CCs included on the email that initiated the follow-up ticket.

Update the ticket data as needed, then click Submit.
The requester receives an email notification for the new ticket and the ticket is marked as a follow-up.

This notification is created by the Notify requester of received request standard trigger.