Question

New ticket creation on old closed ticket

  • 31 May 2023
  • 3 replies
  • 411 views

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I’ve an ask.

 

I want system to create a new ticket when customer responds on closed or resolved ticket after 15days. This is an urgent ask


3 replies

Userlevel 3
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Hi @SwatiShriwastav,

 

Greetings from Freshworks Community!

 

We can use Automations to create new ticket after a reply is received after 15 days and there are 2 steps to achieve it.

 

Step - 1:

Setting up an Automation which changes the Status of the Ticket to Closed after 15 days of marking it as resolved.

Reason : Since we need to let the automation know that a new ticket should be created after a certain event, we use status here. So if a reply is received when a status is marked as Resolved, the ticket would be reopened. 

However, after the ticket is marked as Closed after 15 days, if a reply is received, a new ticket can be created.

 

Step - 2:

You can define something like this to create new tickets:

 

This way, whenever a reply is received for a closed ticket, a new ticket would be created and you can also inherit the properties of old tickets to new ones :)

 

Also, we have another way to create new tickets for replies received on closed tickets using Webhooks and here’s an article for your reference.

 

Let me know if it helps.

 

Cheers!

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Thanks for the response. @Sudharshan 

I had a query here. Currently we are not using an automation where resolved tickets should get closed.

We can have resolved/closed tickets in sameday. 1 day, 2 day etc

 

How can we execute the rule in such secenario?

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Hi Swati,

You should be having such a an automation to change the status from Resolved to Closed. This would be an indicator that the Requester’s concern have been resolved and he/she has not approached your again.

In case you still donot want to have this automation, you can just add the Resolved Status as well in the automation to create a new ticket.

 

 

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