In this section (17)
- Working with tickets
- Merge tickets
- Create a follow-up for a closed ticket
- Redact content from a ticket
- Ticket fields and forms
- Create a ticket for a customer
- Reply to a customer or add an internal note
- Ticket statuses
- Assign a ticket to an agent or group
- Add CCs and followers
- Set priority, type and tags
- Update many tickets at once
- Delete and restore tickets
- Hand work to another team with a child ticket
- Track time spent on tickets
- Manage customers and organizations
- Ask for an approval on a ticket
Create a follow-up for a closed ticket
Continue the conversation of a closed ticket in a new, linked ticket.
A closed ticket cannot be changed or reopened. To continue the conversation, create a follow-up: a new ticket linked to the closed one.
When a customer replies
When a customer replies by email to a closed ticket, ChaosDesk creates the follow-up for you. It is linked to the closed ticket and tagged follow_up.
Create one yourself
- Open the closed ticket. A notice says it is closed.
- Open Ticket options and choose Create a follow-up.
- Enter a Subject and the First comment.
- Leave Requester can see this comment on to email it to the customer, or turn it off for an internal note.
- Choose Create follow-up.
The new ticket gets the closed ticket’s requester, group, assignee and fields.
Related
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