I don’t want to reopen closed tickets.
If costumer replies to a cloded ticket the platform should create a new one.
How can I configure Freshdesk to have this behaviour?
I don’t want to reopen closed tickets.
If costumer replies to a cloded ticket the platform should create a new one.
How can I configure Freshdesk to have this behaviour?
Hi
Can you elaborate on what you mean by “after the second response of the client”? Usually, the “{{ticket.latest_public_comment}}” placeholder is used to capture the latest comment on the ticket as seen in https://support.freshdesk.com/en/support/solutions/articles/50000003073-webhook-to-create-a-new-ticket-when-reply-is-received-on-a-closed-ticket
If your aim is to create a new ticket for every reply, then you can go to Admin->Email->Advanced settings and turn on the option “Create a new ticket for each customer response” as seen below.
Hi!
Can I elaborate on this topic, how to make it so that after the second response of the client a new ticket is created and at the same time the last comment from the first ticket is sent?
Hi
Thank you for the replay.
This seems to be exactly what I need.
But the process is not working :(
I’m not founding any logs or erros messages. It there a place where I can check this?
Hi
This solution article will help you on the same, along with a sample API payload that has to be passed in the rule: https://support.freshdesk.com/en/support/solutions/articles/50000003073-webhook-to-create-a-new-ticket-when-reply-is-received-on-a-closed-ticket
You can also make use of this API documentation of Freshdesk for creating new tickets: https://developer.freshdesk.com/api/#create_ticket
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