Understanding follow-up tickets

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When you respond to a closed ticket, a follow-up ticket is automatically created, pulling most data from the original. Some fields like comments and priority aren't included, but tags are inherited. You can reset tags with a trigger if needed. Follow-up tickets also maintain the original ticket's brand and support address. They aren't created when recovering tickets from the Suspended tickets view.


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.

Follow-up tickets are not created when recovering tickets from
the Suspended tickets
view.