Incident Ticket not setting back to Open when customer replied
ART-2012_KNOWLEDGE_NODE-26
customer knows why a new ticket was created. The following fields are automatically set on the follow-up ticket based on the archived ticket:\n\n  * **Title**\n  * **Customer**\n  * **Reported By**\n  * **Tag** is_followup In addition, the tag has_followup is added to the archived ticket.\n\nIf the customer responds to a ticket in the terminal stage for the second time, their message will be added to that ticket and the **Needs response** toggle will be enabled. However, no follow-up tickets
Follow-up ticket | Automate | Snap-ins | DevRev
ART-2012_KNOWLEDGE_NODE-25
following stages under the _Closed_ state: _Resolved_ , _Archived_ , _Accepted_ , _Canceled_. _Archived_ is the terminal stage. Now if a customer sends a new email or adds a new comment on the archived ticket from the customer portal, the archived ticket remains archived and a follow-up ticket is created. A message is added to the archived ticket automatically based on your configuration. The follow-up ticket will have the reference of the archived ticket in the first message so that your
Follow-up ticket | Automate | Snap-ins | DevRev
ART-2012_KNOWLEDGE_NODE-28
say \xe2\x80\x9cI would like to add a terminal stage on my tickets\xe2\x80\x9d and we will get it done.\n\n  * If no terminal stage is set, tickets will reopen on new comments from customers if **Reopen Closed Tickets on customer message** is enabled in the [convergence snap-in](./converge). The tickets move to the _In Progress_ state by default.\n\n  * If you connected your support email address with DevRev, it is recommended that you enable the **Allow automations to send email** in your
Follow-up ticket | Automate | Snap-ins | DevRev
ART-1979_KNOWLEDGE_NODE-61
following scenarios can lead to the creation of follow up ticket:\n\n* Customers communicated on an archived/immutable ticket from any channel such as email.\n* Customer communicated on a merged ticket and the primary ticket is also archived.\n\nAfter creation of a follow up ticket the customer messages will reflect only on the new followup ticket and the customer will continue to see response on the same thread in channels like email & slack. The user can continue responding on the new follow
Tickets | Computer for Support Teams | DevRev
ART-2009_KNOWLEDGE_NODE-28
ticket's stage when linked issue is linked or unlinked.\n* Close pending tickets if they have remained in the *Awaiting customer response* stage for longer than x days.\n* Update ticket's stage to waiting on user when user reverts on new conversation.\n* Update ticket's stage to *Accepted* and notify owner and customers when an enhancement in ideation stage is linked.\n* Update a spam conversation's stage to *Suspended*.\n* Update a spam ticket's stage to
Convergence | Automate | Snap-ins | DevRev
ART-2012_KNOWLEDGE_NODE-24
customer comments on permanently closed tickets. It allows you to configure the time after which a ticket stage should be marked as closed and creates a new follow-up ticket along with all the attachments and a custom message to let the customers know that the ticket is permanently closed automatically if required.\n\nFor more information, refer to the [Follow-up ticket snap-in](https://marketplace.devrev.ai/followup?) on the DevRev marketplace.\n\nLet\xe2\x80\x99s say your ticket has the
Follow-up ticket | Automate | Snap-ins | DevRev
ART-1974_KNOWLEDGE_NODE-28
transitions from *new* to *waiting on user*. When a customer responds back to support, the stage transitions to *needs response*.\n\n  Towards the end of the conversation when the resolution is expected to be valid, the customer experience engineer asks the customer to acknowledge their concerns have been resolved. When the customer experience engineer asks this question the stage transitions to *waiting on user*, and if they validate it moves to *needs response* for the customer experience
Conversations | Computer for Support Teams | DevRev
ART-1979_KNOWLEDGE_NODE-60
tickets\n-----------------\n\nFollow up tickets allow support teams to seamlessly address unresolved issues, recurring problems, or additional concerns without losing context. By linking follow-up tickets to the original ticket(archived/immutable), teams can track ongoing issues more effectively, minimize duplicate work and enhance customer experience. A follow-up ticket is a new ticket that is created and linked when a customer responds in reference to an archived/immutable ticket. The
Tickets | Computer for Support Teams | DevRev
ART-13189_KNOWLEDGE_NODE-37
Experience\n\n  We have improved our follow-up ticket experience & enhancing the way immutable tickets handle new customer messages. This update focuses on reducing duplicated efforts and streamlining communication across different channels.\n\n  New Features:\n\n  + Unified Follow-Up Ticket Creation: Introduces the ability to automatically create and link follow-up tickets when a customer responds to an archived ticket across various communication channels.\n  + Configurable Follow-Up
March and April 2025 | Changelog | DevRev
ART-1979_KNOWLEDGE_NODE-43
*awaiting customer response* until the customer responds.\n\n  In certain scenarios, the customer experience engineer may be able to resolve the customer's concern. If that's the case, they would ask the customer if their resolution has resolved their concern and the stage would move to the *awaiting customer response*. Once the concern is resolved and the customer acknowledges the resolution, the stage may move to *resolved*. If the concern isn't resolved, the stage may change back to *work in
Tickets | Computer for Support Teams | DevRev
ART-2027_KNOWLEDGE_NODE-43
recipients in the **To** or **Cc**\n\nThreading\n---------\n\nEmail integration preserves threading by using the **References** and **In-Reply-To** email headers and by correlating the email **Subject** field and the ticket title. If either the ticket title or the email subject is changed at any point after ticket creation, follow up emails may cause a new ticket to be created.\n\n![]()\n\nOnce a ticket is created from an email, it is recommended to avoid changing the email subject or the
Email | Integrate | Snap-ins | DevRev
ART-2012_KNOWLEDGE_NODE-27
will be created, and the previous ticket stage will remain unchanged.\n\n## Prerequisities\n\n  * Before you install this snap-in, you need to set the **Stage** in closed state as a terminal stage or permanently closed stage. That is, once the ticket is moved to this stage, it cannot be reopened.\n\nNone of the default stages are terminal stages.\n\n  * To create a new terminal stage, contact DevRev via the PLuG widget (chat bubble) on the bottom left of your home screen of the DevRev app. Just
Follow-up ticket | Automate | Snap-ins | DevRev
ART-4965_KNOWLEDGE_NODE-24
[Snap-ins](/docs/snapins)\n[Automate](/docs/automate)\n[Ticket Immutability](/docs/automations/ticket-immutability)\n\nTicket Immutability\n===================\n\nThe [ticket immutability](https://marketplace.devrev.ai/followup) snap-in enables automatic enforcement of immutability on tickets. Once activated, tickets are marked as immutable after a defined number of days in a closed state\xe2\x80\x94excluding those in the "Accepted" stage. After this period, no further modifications are
Ticket Immutability | Automate | Snap-ins | DevRev