Customers re-opening tickets

Any update on this?
Can this be accomplished through a rule somehow?

Hello,

Sorry that we've missed updating this thread for a long time. You can achieve this using a combination of Supervisor and an Observer webhook ( See here ) . 

1.Create a custom field to mark tickets that are in closed status for more than 72 hours ( Navigate to Admin -> Ticket Fields section to create this custom field ) 

2. Create a supervisor rule to update this field on tickets in closed status for more than 72 hours . Here's a snapshot of the rule :

3. Create an observer rule to spawn a new ticket whenever there is a customer response on these tickets. You would be using FreshDesk API ( see here ) to pass the parameters on to the new ticket. 

The parameters passed in this request will create a new ticket with the latest email from the customer as the description on the new ticket .

{"description": "{{ticket.latest_public_comment}} {{ticket.public_url}}", "subject": "{{ticket.subject}}-old ticket #{{ticket.id}}", "email": "{{ticket.from_email}}","status": 2 }

In case if you're not able to set this up, please drop in a message here and we'll connect with you over an email :)

Cheers!