Reset Ticket Field Values for Follow-Up Tickets

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.

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

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.

@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!

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

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.

++

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

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.

Thanks I'll give it a try

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.

We have a use case where tickets are filtered into Views based on tags that apply with certain fields. We still have all New tickets filter into our main View, but once the ticket is updated, then the tickets will filter into certain Views accordingly to keep our ticket queue clean. Some of these Views are for tickets that are longer term or in the future. 

When a user creates a follow up ticket, they get filtered incorrectly into these Views that are more for organization than regularly checking. Especially, because our team is expecting every New ticket to come into the main queue. So, these tickets get missed sometimes because they are not supposed to filter into those Views until the ticket has been updated.

Really, any follow up ticket should come in as a fresh ticket with the link still at the top to the previous ticket. That, or we need a toggle on fields whether or not they move forward with follow-ups. 

We need to be able to create a trigger to clear all fields from the form when a follow-up is created.
Example:
Customer contacts our team for an issue and is given a reship. The resolution reship is selected with a conditional numerical field recording the value of the reship.
The fan then writes back with a compliment or additional question, creating a follow-up ticket. All of the original fields and tags are copied, so the team member is not forced to fill out the ticket fields as they should be, causing an inflation in reporting. We can't simply remove follow-up tickets from reporting as these are tickets that need to be recorded, but not erasing the previous fields causes these tickets to be closed with incorrect information.

Even if our experienced team members know to change the ticket, the previous resolution numerical fields are still there. Simply changing the resolution does not remove  the numerical fields. The team member must clear the numerical resolution fields, save the ticket as something below solved, then reopen the ticket and change it to the correct resolution. 

This is unnecessary time and effort to correct ticket fields, plus it's unclear to the agent that these conditional fields are not cleared by simply changing the form - rendering macros completely useless on follow-up tickets.

This is one of the original features of Zendesk that we have struggled with for over 4 years. Why would one assume that all follow-ups are always related to the original issue and that it would need to be recorded exactly the same - allowing an agent to respond to a ticket and solve without being forced to review/fill out relevant fields. 

This feature inflates our reporting so much that we've had to create reports to review and correct follow-up ticket fields before they are solved. 

It's not fair to the agent either, as they cannot treat these like regular tickets. This feature makes macros completely irrelevant, because if an agent uses a macro, they can't see the conditional fields that needed to be erased; numerical and text fields.  

While we can setup triggers to remove tags and certain fields, it's not sufficient. Most agents fill-out the follow-up tickets incorrectly, and those that try to correct them spend double the time since they have to erase numerical and text fields and save, then return to fill out the correct fields.

BUMPing this. The solution outlined in https://support.zendesk.com/hc/en-us/articles/4408884146842-How-can-I-reset-drop-down-field-values-for-follow-up-tickets will remove all the other relevant tags that are inherited from the organization level. The solution for us would just be to remove all tags that are set manually per ticket based on input/dropdowns etc.