Hello, 

We normally just let the requester know it’s closed and they have to send in a new e-mail with new subject. 

What you could do is to use https://api.freshservice.com/v2/#create_ticket to create a new ticket with the {{ticket.latest_public_comment}} as body. 

Ticket update, condition status = closed, (YES) web request node using the API 
(NO) new condition status = resolved (YES) Reopen ticket. 

//Daniel

Hello Daniel,

thank you for the reply.
I will try to generate this ‘rule’.

Update:
There are so many fields to enter. I am a noob to this.
So did not work. :-)

Eric

Going to see if I can make some screenshots. 
Try this 

{
  "description": "{{ticket.latest_public_comment}}",
  "subject": "{{ticket.description}}",
  "email": "{{ticket.from_email}}",
  "priority": 1,
  "status": 2
}

I changed the event to this as incoming e-mail is a public note. 

Hi Eric.

Important tip:

The default Workflow for Reopen (which has the action to Open) triggers for both status, Resolved and Closed, so, the first step is to split this workflow and have it only work for Resolved, and in the new one, where the condition be Closed, then have the actions you need.

Regards,

Dear all,
thank you very much for your help. It works!
Sincerley,
Eric

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