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ChaosDesk Support

Create a follow-up for a closed ticket

Updated Nov 6, 2026

A closed ticket cannot be changed or reopened. To continue the conversation, create a follow-up: a new ticket linked to the closed one.

When a customer replies

When a customer replies by email to a closed ticket, ChaosDesk creates the follow-up for you. It is linked to the closed ticket and tagged follow_up.

Create one yourself

  1. Open the closed ticket. A notice says it is closed.
  2. Open Ticket options and choose Create a follow-up.
  3. Enter a Subject and the First comment.
  4. Leave Requester can see this comment on to email it to the customer, or turn it off for an internal note.
  5. Choose Create follow-up.

The new ticket gets the closed ticket's requester, group, assignee and fields.

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