Including original group and assignee on follow-up tickets

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<p id="docs-hc-snippet" style="display: none;">Any response to a closed ticket from any channel automaticallycreates a follow-up ticket.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can configure follow-up tickets to copy the original ticket's group and assignee, ensuring continuity in ticket handling. If the original group or assignee becomes invalid, system ticket rules assign the follow-up ticket appropriately. This feature helps maintain consistent assignment and group management for follow-up tickets created from closed ones, improving workflow and accountability in support processes.</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>.</p>
<p class="p">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 (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8421655952026" target="_blank">Understanding follow-up
tickets</a>). </p>
<p class="p">By default, the group and assignee are not copied to the follow-up ticket. Admins
can decide whether the group and assignee are copied from the original
ticket to the follow-up ticket. </p>
<div class="p">
<strong class="ph b">To include the original group and assignee on follow-up tickets</strong><ol class="ol" id="topic-1__ol_sny_wpn_51c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic-1__d8e1661" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Settings</strong>.</span></li>
<li class="li">Click <strong class="ph b">Assignments and notifications</strong> to expand it.</li>
<li class="li">Select <strong class="ph b">Copy original assignee and group to follow-up
ticket</strong>.<p class="p">When this option is selected, the
Assignee field appears blank on the follow-up
ticket, but upon submission, the ticket is assigned
to the assignee of the original closed
ticket.</p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.<p class="p">If you need to turn this setting off after
turning it on, deselect the setting and save your
changes.</p>
</li>
</ol>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_edf_php_2bc">
<h2 class="title topictitle2" id="ariaid-title2">Understanding follow up tickets when the original group or assignee is invalid</h2>
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<p class="p">There might be scenarios where the original group or assignee becomes
invalid during the time between the ticket closing and the follow-up
ticket being created. A group becomes invalid when it's deleted. An
assignee becomes invalid if they're no longer part of the assigned
group, have been demoted to an end user, or have been removed from
your account.</p>
<div class="p">If you’ve turned on copying the original assignee and group and one of
these scenarios occurs, Zendesk does the following:<ul class="ul" id="topic_edf_php_2bc__ul_thk_bqv_2bc">
<li class="li">If the original group is invalid, Zendesk uses the
system ticket rules to determine the follow-up
ticket’s group and assignee.</li>
<li class="li">If the original group exists but the assignee is
invalid, Zendesk copies the original group on the
follow-up ticket and uses the system ticket rules to
determine the assignee.</li>
<li class="li">If both the group and the assignee are invalid when a
follow-up ticket is created, Zendesk uses the system
ticket rules to determine the group and the
assignee.</li>
</ul>
</div>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894213018" target="_blank">About system ticket
rules</a> to learn more.</p>
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