Customer reply to a closed email - form default values missing

We have recently had a customer reply to an old email for which a ticket status was Closed.

The system did as expected, created a new ticket with the Service, Service offering and form associated.  However, although it does grab the form, it failed to move over our default values on customized attributes on the ticket.   Is this expected behavior?  Is there something I need to do to ensure the default values are populated? 

Asked by Kelly Clayton on Wed 12/18/24 10:36 AM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Wed 12/18/24 11:52 AM

Hello Kelly,

I'll check into this for you.

Sincerely,
Mark Sayers
Sr Support Consultant, CS

1 of 1 users found this helpful.
It looks like we would consider the described behavior as expected because the process that creates these tickets is the same one used when creating a ticket from an email monitor, which also does not use form defaults when creating the ticket in question. You should be able to open the ticket's Edit page though and save it one time to apply said defaults to the newly created ticket. - Mark Sayers Wed 12/18/24 11:59 AM
Thanks for the quick reply Mark. I appreciate that! I will inform the team of the process. - Kelly Clayton Wed 12/18/24 2:40 PM