This article will cover how to schedule a follow-up ticket within Zendesk which is ideal for when you need to touch base with a customer over a long period of time where the original ticket might be closed.
With future tickets, you can schedule the exact date and time for when you want a follow-up ticket created. In addition to this, you can also create ticket templates that can be applied when you schedule a future ticket. This enables you to pre-define just about anything on the ticket if you don't want the same ticket information that typically gets copied from the original ticket when a follow-up ticket is created.
This article contains the following sections:
Create a future ticket
The first and only step to creating a recurring ticket is to create a ticket schedule. This is where you will define the frequency at which the ticket is created (e.g daily, monthly, quarterly, etc..). In addition to this, you can configure basic ticket information such as:
- Subject - if none is specified, a generic subject will be chosen
- Ticket description/Initial comment - if none is specified, a generic description will be chosen
- Requester - if none is specified, the admin who authorized the app will be chosen
- Assignee group and Assignee individual
- CCs - only available when the ticket description is set to 'public reply'
1. Locate the Future Tickets app on the ticket sidebar (apps), then select Schedule follow-up.
2. Enter the date and time you wish to create a follow-up ticket, then select done.
Note - adds an internal comment to the follow-up ticket
Ticket template - pre-fills ticket information based on a template.
Create a ticket template
The native functionality within Zendesk for a follow-up ticket – when the original is closed – is to duplicate most ticket information with the exception of standard fields that are not required such as assignee, group, type, priority and status. These would normally be left blank.
This is important because the same is true when creating future tickets, however, since future tickets can also be created even when the ticket original ticket is still open – the behaviour differs and nothing is duplicated.
This is where creating a ticket template can be useful since you can have all your fields – including both required and optional standard fields – pre-populated upon creation. This means your agents can save heaps of time that would have otherwise been spent inputting or copying additional information across.
1. Open the Future Tickets app, select Ticket templates and then Add ticket template
2. Define the ticket information as required including any custom ticket fields.
Note: if you have multiple forms on your Zendesk plan, you will need to first select a ticket form before your custom ticket fields will appear.
3. Select OK located at the bottom to save the ticket template.
You can now apply your ticket template when scheduling a future ticket.
If you have any issues with the app, please reach out to our support team at firstname.lastname@example.org for assistance.