Announcing improvements to follow-up tickets

Announced on | Rollout starts | Rollout ends
February 11, 2025 | February 11, 2025 | February 18, 2025

We are making improvements to follow-up tickets made within the User Interface (UI). These improvements apply to the UIs of any Zendesk channel that allows end users to create a follow-up ticket, as well as to ticket UIs for agents.

This announcement includes the following sections:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

We are updating the values that follow-up tickets created via the UI inherit from the previously closed ticket. Tickets will now inherit the original recipient address value, the email address used to send outbound email notifications to your users and agents.

This change matches how follow-up tickets are currently created in the email channel. We are seeking to create better parity in the follow-up experience. See Understanding follow-up tickets for more information on working with this feature.

Why is Zendesk making this change?

We’re creating an flow that is more uniform across different channels, and more closely reflects the intended behavior of why a follow-up would be created. This creates a better and more predictable experience for follow-up tickets.

What do I need to do?

If you wish to maintain current functionality, it may be necessary to add a negating condition in any triggers designed to send an outbound email notification at the moment a ticket is created, such as Meet All: Ticket Channel Is Not Closed Ticket.

This allows you to tag and subsequently adjust the ticket’s recipient address value using an app like Select an Address to choose the preferred recipient address before there is any outbound email sent.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.