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.
I think this sounds like a great idea. Seconded!
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.
This would be extremely useful.