Understanding follow-up tickets

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<p id="docs-ai-summary-content">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.</p>
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<p class="p">Any response to a closed ticket from any channel automatically <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883882522" target="_blank">creates a follow-up ticket</a>.
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. </p>
<p class="p">When a follow-up ticket is created, it includes most field values and properties
from the original ticket, with a few exceptions.</p>
<p class="p">This article contains these topics:</p>
<ul class="ul" id="topic-1__ul_slv_zf1_ndc">
<li class="li"><a class="xref" href="#topic_f3k_xf1_ndc">Fields not included from
the original ticket</a></li>
<li class="li"><a class="xref" href="#topic_q4r_vk5_ncc">Follow-up ticket
considerations</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_f3k_xf1_ndc">
<h2 class="title topictitle2" id="ariaid-title2">Fields not included from the original ticket</h2>
<div class="body">
<p class="p">The following fields are not included on the follow-up ticket from the
original ticket:</p>
<ul class="ul" id="topic_f3k_xf1_ndc__ul_m1z_sth_knb">
<li class="li">Comments</li>
<li class="li">Priority </li>
<li class="li">Type</li>
<li class="li">Group or Assignee<p class="p">Admins can turn on a setting to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6937092811162" target="_blank">include the
original group and assignee on follow-up
tickets</a> though.</p>
</li>
<li class="li">Skills<p class="p">Instead, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5833458075930#topic_vgq_xxv_3mb" target="_blank">skills are applied
to the follow-up ticket based on your routing
rules</a> when the follow-up ticket is created.
</p>
</li>
<li class="li">External ID</li>
</ul>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_q4r_vk5_ncc">
<h2 class="title topictitle2" id="ariaid-title3">Follow-up ticket considerations</h2>
<div class="body">
<ul class="ul" id="topic_q4r_vk5_ncc__ul_inx_xk5_ncc">
<li class="li">Follow-up tickets inherit all tags from the original ticket. You
can reset follow-up tickets' <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408884146842" target="_blank">tags and tag-based
fields with a trigger</a> if needed.</li>
<li class="li">The <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824097050/#topic_ewn_jkf_qtb" target="_blank">channel for follow-up
tickets</a> is <strong class="ph b">Closed Ticket</strong>.<p class="p">In
Explore, follow-up tickets are reported through two
different channels, depending on which attribute
you're using:</p>
<ul class="ul" id="topic_q4r_vk5_ncc__ul_t22_l4g_w2c">
<li class="li">
<strong class="ph b">Closed Ticket:</strong> The <strong class="ph b">Update channel</strong>
attribute in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827693594#topic_as3_slp_4y" target="_blank">Updates
history</a> dataset uses this channel
value.</li>
<li class="li">
<strong class="ph b">Web:</strong> The <strong class="ph b">Ticket channel</strong> attribute
in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827693594" target="_blank">Support
datasets</a> uses this channel value.<p class="p">See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827192986-Explore-recipe-Filtering-for-follow-up-tickets?source=search" target="_blank">Explore recipe:
Filtering for follow-up tickets</a> for more
information on including follow-up tickets in your
Explore reports.</p>
</li>
</ul>
</li>
<li class="li">When someone replies to a side conversation that belongs to a
closed or archived ticket, a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408837750170" target="_blank">follow-up ticket is
automatically created</a>. </li>
<li class="li">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. <p class="p">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.</p>
</li>
<li class="li">For follow-up tickets, the ticket trigger condition <em class="ph i">Ticket:
Received at</em> checks for matches against where
both the original ticket and the follow-up ticket were
received.</li>
<li class="li">Follow-up tickets are not created when recovering tickets from
the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893392922#topic_ukg_lbf_kd" target="_blank">Suspended tickets
view</a>.</li>
</ul>
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