We have an automation in place that allows customers to respond to tickets in a Closed status without that ticket reopening, similar to this:
Given that this is quite a normal scenario, it would be better that is simply a feature rather than needing to have a webhook automation in place. The webhook method lacks the detail that is helpful to agents, specifically, a link to ticket the customer has responded to.
+7Hi
I hope you’re doing well!
Greetings from the Freshworks Community!
I understand your concern and I certainly believe it should be a native feature as well. We’ll surely look into this.
To help you with your particular usecase, you can actually display the Original ticket URL in the new ticket.
Please check the below payload for example:
I hope this helps!
Please reply back to this thread if you need more help.
Regards,
Jebas D.
+3Hi Jebras, thanks for this. So is this payload example dependent on creating a custom ticket field that populates the URL on tickets?
Thanks, Emma
+7Hi
You’re welcome!
Yes, you will have to create a Custom ticket field. In this case, I’ve created a Multi line ticket field here.
Regards,
Jebas D.
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