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Hi, I already setup whenever requester reply is sent to a closed ticket it will trigger webhook to create a new ticket however some requester changes their subject when they replies to the ticket. The setup is it gets the initial subject in the new ticket. what i need is to get the subject of requester reply in the new ticket.

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

Hi @djherrera211,

Greetings from Freshworks Community!

Unfortunately, the new subject will not be captured as it is appended to the same ticket, and only the old subject will be considered.

However, you can check out this other option, Admin > Email > Advanced Settings > 
 

 

Once this is enabled, all the replies where the subject line has changed will be created as a new ticket and this will not be just for the closed tickets, this will be applicable for all the replies.

Hope this helps.

Cheers,
Sneha.

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