Note: If you're seeing things differently than what is shown in this article, then it's likely that you're using a legacy version of the app. For more information on this and how to upgrade, please see this article.
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. The follow-up ticket will always be a separate ticket to the original.
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 will 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 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 where creating a ticket template will 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. A ticket template is required when using the Future Tickets app.
1. Open the Future Tickets app, select Ticket templates and then Add ticket template
2. Name the ticket definition and then define the fields you would like set on your future ticket. These can be copied from the parent by selecting same as parent, or specific values for this template. All fields, including custom fields, are available to be set for the future ticket.
3. Click Create ticket template located at the bottom of the page.
Set default future ticket time
Save precious mouse clicks and set a default time and duration when creating new future tickets for your agents. Ideal if you commonly set a future ticket for the same time of day or timeframe in the future.
1. Open the Future Tickets app, select Settings
2. Set your default time and duration for all future tickets
3. Click Save settings located at the bottom of the page.
Create a future ticket
1. Now, the only step you need to do to create a future ticket is to click Add a new future ticket.... in the app pane on the right of an existing ticket.
2. Fill in the following information:
- A description or note to your future self
- Your default future ticket time will be provided, which can be modified.
- Select which ticket template will be used which will control what fields and data will be set for the new future ticket
3. Click Create future ticket
Your future ticket is now ready to go!
If you have any issues with the app, please reach out to our support team at firstname.lastname@example.org for assistance.