automatic linking of follow-up tickets
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-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-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-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-13189_KNOWLEDGE_NODE-38
Behavior: Provides options to configure the behavior of follow-up tickets in workflows, ensuring that notifications and updates are managed according to user preferences.\n  + Customers continue to see the new follow up ticket in the same thread for channels like email\n* The Real-Time Sentiment Analysis snap-in enables seamless sentiment detection and real-time updates within the ticketing system. With each customer message, sentiment is automatically analyzed and categorized into five levels:
March and April 2025 | Changelog | 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-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-2027_KNOWLEDGE_NODE-44
ticket title.\n\nSpecifically, threading breaks when the order of words in the subject is changed, when words are replaced, or when words or symbols are inserted in the middle or appended. Threading is maintained if the subject change is limited to the addition of words before :, words between [], words between ##, or common prefixes, such as Re or Fwd.\n\nRate limiting\n-------------\n\nTo ensure that your support system is protected from potential spam attacks as well as from issues arising
Email | Integrate | Snap-ins | DevRev
ART-2035_KNOWLEDGE_NODE-40
channel determines the sync location in DevRev:\n\n* **External/Connect channels:** Syncs with the **Customer Messages** panel.\n* **Internal channels:** Syncs with the **Internal Discussions** panel.\n\nSyncing different panels to separate Slack threads is not supported.\n\n![]()\n\nOnly shared tickets are synchronized between DevRev and Slack.\n\n### Follow-up and merged Tickets\n\nThe Slack snap-in supports follow-up and merged tickets.\n\n* When two tickets merge, and both have syncing
Slack | Integrate | Snap-ins | DevRev