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Sara13
September 17, 2021
Parked

Reset Ticket Field Values for Follow-Up Tickets

Related products:Support
  • September 17, 2021
  • 15 replies
  • 81 views

Feature Request Summary: 

Add the ability to reset ticket field values for follow-up tickets.

Description/Use Cases: 

Customers often email our team from an old ticket, creating a follow-up ticket that has a lot of irrelevant information to the new ticket in the ticket fields.

Business impact of limitation or missing feature:

Removing individual tags when you have a large amount of tags (we have over 100) is not scalable and we cannot use the Remove Tags option because it removes all tags, even if we need specific ones to stay on the ticket. We just need to be able to reset the fields which generate the tags so we can start the ticket truly fresh with only the tags that should generate on it from the user/organization and not the ticket field value tags.

Other necessary information or resources:

This is being created in response to the https://support.zendesk.com/hc/en-us/articles/206233498?page=2#comment_1260800383449 article.

      15 replies

      A
      Anonymous
      November 30, 2021

      As a design solution for this, there could be a checkbox within the Custom ticket field menu, such as the one for view/edit rights, identifying a field to either be kept or reset when brought into a follow-up ticket.

      This option could be something available only through a feature flag in the Admin>Tickets menu, or equivalent, so that newbie users wouldn't mess with the setting by mistake.

        Martin14
        Martin14
        January 24, 2022

        Very much needed function. I have so many customers that replies to old tickets that have nothing to do with the original ticket.

          Jun11
          Jun11
          January 26, 2022

          We also have customers creating a follow-up ticket from a P1 (=Urgent, a custom field) ticket. The new ticket is also P1 automatically while it should not be. Is there a way to prevent pulling a specific ticket field from the old ticket when creating a follow-up ticket? 

          PS. I know Zendesk is not pulling the system field Priority. We cannot use the System field as we want to P1/P2/P3/P4 instead of Urgent/High/Normal/Low.

            S
            Sara13Author
            January 28, 2022

            @jun11 - Since you can't blank out follow up tickets, we have a trigger to blank out follow-up tickets. 

            When it meets the below all conditions, we have a Remove Tags action to remove the tags associated with various fields. You could have the Remove Tags action remove your customer priority field tags. I have this setup for our custom priority field on our system (the low, medium, high, urgent tags) and it works great to blank out the fields. 

             

            This has been a great work around for our needs!

              Martin14
              Martin14
              January 29, 2022

              I have the same solution with triggers. Sadly it doesn't work on TEXT fields so they still stay the same.

              Marci11
              Marci11
              January 11, 2023

              Yes, having this feature would be a HUGE help to us. We have a lot of custom fields that are plain text, and these follow up tickets are very misleading.

              For example, we support teachers who often provide a list of students who have all have a similar issue. We need that list to be in a plain text format; it cannot be a dropdown. There are several similar fields in the ticket form that are also plain text of necessity.

              When the teacher creates a follow up via email, the new ticket has a whole list of students who do not really need help on this new ticket, as well as several other unrelated text fields. It is extremely confusing. 

              A couple of ideas....

              - A setting to simply NOT bring forward ANY fields in a follow up ticket. This should be per brand or per form.

              - A setting per ticket field as to whether that field should or should not carry forward into a follow up ticket.

                Larry13
                Larry13
                April 21, 2023

                ++

                I have a numeric field I'd like to zero out on follow-up tickets and there is no way to do so. 

                  Jacob20
                  Jacob20
                  Community Expert
                  July 4, 2023

                  Hey @larry13 not sure if this will work for all non-tagger fields, but we use this for one of our numeric ticket fields that we reset for follow-up tickets.

                  Larry13
                  Larry13
                  July 5, 2023

                  Thanks I'll give it a try

                  Gaurav Parbat
                  Gaurav ParbatProduct Manager
                  Director of Product Management
                  June 13, 2024

                  Hello all, 

                   

                  We understand the need for this enhancement. This means that we will think about adding it as a priority later in our planning cycle for 2025. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.

                   

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