[Free webinar] 6 Ways to Return to Work with Ease using Freshservice Integrations | 10 AM PST - 9th July, 2020 Save your seat

Start a new topic

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.

10 people like this idea

I think this sounds like a great idea. Seconded! 

1 person likes 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.

2 people like this

This would be extremely useful.

1 person likes 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).

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.

Login or Signup to post a comment