I'm trying to setup an automation rule so that when a customer replies to a Closed ticket, that instead of it reopening that same ticket, instead the last public comment is used to create a new ticket via a webhook.
I'm not of a coding background, but have tried to figure it out using the documentation.
Here is what I have done:
Request Type: POST
Requires authentication: I've tried my API key AND my username and password, neither seem to work. I've also tried without the 'Requires authentication' box ticked.
Content: Simple (using the dropdown)
(subject, last public comment, source, ticket type)
I just need the basic info, the most important thing is obviously the last public comment (email) that the customer sent in to us. Subject I also want to keep, so we have the same ticket subject and we can amend this if necessary. The rest is nice to have.
I received an automated email yesterday saying that it isn't working, and I should configure it so it does... but... there is no information on why it's not working and I can't find any logs that also show/explain why.
Thanks in advance!