As we're using Zendesk more and more throughout the company, you may find that you prefer to update tickets via email or via the web portal.
It's worth mentioning that there are automatic system processes, which can change how Zendesk interprets your reply via Email.
The below table explains how your reply is processed if you originally created the ticket and respond via email:
| When the Ticket Status is… | Your Reply via Email is processed as… |
| New | A public comment |
| Open | A public comment |
| Pending | A public comment, ticket reverts to Open if you are the requester |
| Solved (4 day window until Closed) | A public comment, ticket reverts to Open if you are the requester |
| Feedback is offered after a ticket is Solved, via an email invite | |
| Closed | Reply via email creates new follow-up ticket. |
Therefore, if you reply to an email that is over a week old, it will create a new ticket (as a follow-up request) which may be sent to a whole agent group.
If you're unsure how old your request is, and you'd like to update it, it's best to navigate onto Best Companies Zendesk and check which stage the ticket is at so you can manually update the ticket as you wish.
I need to add more to a ticket but it's set as closed and is showing "Create a Follow-up" as an option: what next?
If you can see the Create Follow-up button, simply click on this and assign the ticket to the relevant person who was looking at your original request.
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