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Create New Ticket on Reply if Ticket is Closed

Once an Incident Ticket is in the Closed status, customers are still able to reply to the ticket. While it's possible to create a Workflow to have the Status change to Open upon reply, we would rather have a New Ticket created instead.

However, Freshservice does not have a method for doing this built in. While we have been suggested to use a Webhook automator action and the Freshservice API, we require the Department/Company field and automators do not pass the needed Department ID (only the Department name).

As such, Freshservice needs an option (either through a toggle in the Admin or through a Workflow Action) to allow the creation of a New Ticket upon a reply if the ticket is Closed.

16 people like this idea

I think this sounds like a great idea. Seconded! 

2 people like this

Having the option to create a new ticket/service request in the workflow automator would be handy. For instance, we have many cases where a ticket is actually two or more tickets in one. If a ticket matched certain criteria, it would be nice if the workflow automator had the capability to create a secondary ticket/request to spin off the original.

3 people like this

This would be extremely useful.

2 people like this

This is also exactly what we need. Would be great to see this implemented (I'm a little surprised this isn't an option already to be honest).

1 person likes this

I would like to be able to create a new Problem ticket if someone resolves an incident with a closure code of workaround. So the ability to open tickets from Workflows would be great.

Following up on this topic - 
We are able to generate a new ticket should someone respond to a closed ticket - 
However - Would like to ONLY maintain the most recent thread in the new ticket generated. (Not the original description from the closed ticket).

90 percent of our tickets have those asking further questions on separate topics. Having this automated would handy - It's available to do in FreshDesk, but not FreshService.

This is a must-have in a ticket system. Responses to old tickets will remain unseen when these tickets fall outside of the default 6 months filter. Furthermore it messes up SLA stats.

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