Question

how to create a "follow up" ticket

  • 6 December 2022
  • 3 replies
  • 265 views

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Hi, everyone
first of all, sorry for my bad english and sorry in case the question has already been asked. I don't know how that means what I'm looking for, so I'll just call it a follow up ticket. I have the type offer in my tickets. if a customer requests an offer, we create a ticket and the ticket remains open until the customer has decided on the offer. if he refuses, the ticket is closed and everything is ok. But if he agrees, I don't know what the best solution is. it's mostly about hardware and a service. From my point of view, I should close the first ticket with the offer and create a second ticket for the installation. is there a way to automate this? that the ticket is closed, but another ticket is created from the closed ticket? or is it better to keep the open ticket and change the type of offer on order? I just think that the evaluation of the tickets will then be somewhat falsified.


3 replies

Userlevel 3
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Hi @bitsy 

If you are on the Pro or Enterprise plan, you can check out the Parent Child Ticketing feature. This feature would allow you to create child tickets(such as a Ticket for installation) from an existing parent ticket(Ticket for offer confirmation) in a way that both remain linked to each other. Please note that the parent ticket by default cannot be closed until the child ticket is closed

Article/Folder for reference:

https://support.freshdesk.com/en/support/solutions/articles/224359-setting-up-parent-child-ticketing

https://support.freshdesk.com/en/support/solutions/folders/272497

 

You can also create child tickets using templates - https://support.freshdesk.com/en/support/solutions/articles/224399-creating-child-tickets-using-templates

 

Regards,

Sona 

Freshdesk, Freshchat, Freshcaller product expert

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services to know more & get started.

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hey @Sona_Senthil 
thank you very much. that seems like a good idea. however, we only have growth. does anyone have an idea for this?

Userlevel 3
Badge +5

Hi @bitsy,

 

You could trigger a webhook to create a new ticket when the Offer ticket is closed. 

 

The rule could be configured under Admin->Automations->Ticket Updates with the required events and conditions such as in the example below.

 

 

Articles for reference:

  1. Configuring a webhook - https://support.freshdesk.com/en/support/solutions/articles/50000003073-webhook-to-create-a-new-ticket-when-reply-is-received-on-a-closed-ticket
  2. How to find your API key - https://support.freshdesk.com/en/support/solutions/articles/215517-how-to-find-your-api-key

 

Regards,

Sona 

Freshdesk, Freshchat, Freshcaller product expert

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services to know more & get started.

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