create new ticket when user reopens existing ticket after 7 days
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-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-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-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-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-62
up ticket.\n\nThe below fields would be copied on the new follow up ticket from the archived/immutable ticket:\n\n* Part\n* Channel\n* Account\n* Workspace\n* Reported by\n* Description\n* Title\n* Channel specific custom fields\n* Subtype\n\nThe follow up trigger is added in the workflows and admins configure the changes required on new follow up ticket, for example, copying of any other fields.\n\nInternal Tickets\n----------------\n\nInternal tickets allow your team to create and manage
Tickets | Computer for Support Teams | DevRev