Understanding follow-up tickets

What's my plan?






All Suites

Team, Growth, Professional, Enterprise, or Enterprise Plus









Support

Team, Professional, or Enterprise






Verified AI summary ◀▼
When a closed ticket receives a response, a follow-up ticket is automatically created, carrying over most data except comments, priority, type, group, assignee, skills, and external ID. You can adjust settings to include original group and assignee. Follow-up tickets inherit tags and are reported through specific channels. They maintain the brand of the original ticket and are not created from suspended tickets.


Any response to a closed ticket from any channel automatically creates a follow-up ticket.
This creates a new ticket that references the closed ticket and pulls most
data from the original, closed ticket into the new, follow-up ticket.
When a follow-up ticket is created, it includes most field values and properties
from the original ticket, with a few exceptions.
This article contains these topics:

Fields not included from
the original ticket
Follow-up ticket
considerations



Fields not included from the original ticket

The following fields are not included on the follow-up ticket from the
original ticket:

Comments
Priority
Type
Group or Assignee Admins can turn on a setting to include the
original group and assignee on follow-up
tickets though.

Skills Instead, skills are applied
to the follow-up ticket based on your routing
rules when the follow-up ticket is created.


External ID




Follow-up ticket considerations


Follow-up tickets inherit all tags from the original ticket. You
can reset follow-up tickets' tags and tag-based
fields with a trigger if needed.
The channel for follow-up
tickets is Closed Ticket. In
Explore, follow-up tickets are reported through two
different channels, depending on which attribute
you're using:


Closed Ticket: The Update channel
attribute in the Updates
history dataset uses this channel
value.

Web: The Ticket channel attribute
in the Support
datasets uses this channel value. See
Explore recipe:
Filtering for follow-up tickets for more
information on including follow-up tickets in your
Explore reports.



When someone replies to a side conversation that belongs to a
closed or archived ticket, a follow-up ticket is
automatically created.
When a follow-up ticket is created from an email response to a
closed ticket, the ticket inherits the previous brand of the
closed ticket. The follow-up ticket uses the support address
associated with the email that generated the original
ticket. When an agent creates a follow-up ticket from the
Agent Workspace, the ticket uses your default
support address. Or, if you've set up multiple
brands, it uses the default support address of the
ticket's brand.

For follow-up tickets, the ticket trigger condition Ticket:
Received at checks for matches against where
both the original ticket and the follow-up ticket were
received.
Follow-up tickets are not created when recovering tickets from
the Suspended tickets
view.



{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/8421655952026",
"url": "https://support.zendesk.com/hc/en-us/articles/8421655952026-Understanding-follow-up-tickets",
"headline": "Understanding follow-up tickets",
"description": "You can manage follow-up tickets created automatically when responses are received on closed tickets, with specific data carried over and configurable settings for group, assignee, and tags.",
"articleSection": "Ticket management",
"datePublished": "2024-11-22T23:23:15+00:00",
"dateModified": "2026-02-25T16:05:24+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/8421655952026"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com",
"softwareAddOn": {
"@type": "SoftwareApplication",
"name": "Copilot",
"@id": "https://support.zendesk.com/hc/en-us/sections/4405303717658"