Follow-up tickets

Follow-up tickets can be created only out of archived tickets. The purpose of follow-up tickets is to continue discussions about tickets that have been permanently closed and archived.

A follow-up ticket will be created in the following cases:

• When a customer replies to an archived tickets, this will automatically create follow-up tickets.
• When you manually create a follow-up ticket from an archived one.

When a follow-up ticket is created, either automatically or manually, the archived ticket links to the follow-up one, and vice-versa, so you can view all your history in one place.

Creating a Follow-up ticket

You can create follow-up ticket only for archived ones.

To create a follow-up ticket:

1. Open the archived ticket.
2. From the More menu or from the link at the bottom of the ticket, click Create a new follow-up ticket.
   
3. You can edit the Subject of the new ticket. We recommend that you leave it as-is.
4. Edit the Description for the new ticket.
5. Click Create.
6. The ticket will be sent to the original recipients of the archived ticket.
7. At banner at the top that says: This is a follow-up ticket. Go to source ticket), you can click Go to source ticket to reach the original ticket.