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!

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?

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.

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!

I don’t see an action called “Create a new ticket” under workflow automator. I want this option. How do I set it up?

I can confirm this is not an option (at least in FreshService). 

This appears to still be a missing function in Freshdesk which appreas to be native in Freshservice.

We consistantly get users that respond to closed tickets instead of creating a new thread with a new email or using the user interface and there is still no way to create a new ticket with the comment of the new ‘request’ using the Workflow automator based on a closed ticket.

While we get emails if the agent is away we don’t see the updates and it’s not the point, it should open a ticket, but not the same old one which can also impact SLA’s if re-opened (which also doesn’t make sense if an end user updates a 6 month old request). We really need a native way to open a new ticket based on workflows so that a new ticket can be created if a ticket has been in a closed state and updated by the requester.

For reference, this is the workflow:

Working with customer = pending/open/on-hold

Finished task = Resolved

In a resolved state, the end user can update the ticket with a quick followup which will re-open the ticket/request so the agent can followup

If the user doesn’t respond for x Time (say 1 week), the expectation is that the ticket is set to closed

(Up to here, things are working as expected well)

Missing function:

If the user updates the ticket with a response because they responded to an old ticket (from a few months ago), my expectation is that it creates a new ticket that links / references the old ticket but adds the latest comment as the new ticket description along with old subject line. This is the part that doesn’t seem to have native function for that I’d like. This way SLA’s are not impacted by opening a month+ old request and the customers request doesn’t go unanswered if a user is on vacation.

To automatically create a new ticket when a customer responds to a closed or resolved ticket after 15 days, you can set up an automation rule within your ticketing system. This rule should monitor closed tickets for customer responses and, when a response is detected after 15 days, trigger the creation of a new ticket linked to the old one. Depending on the platform you're using (such as Jira, Zendesk, or Freshdesk), you can utilize automation scripts or API calls to create the new ticket, ensuring it includes relevant details from the original one. This setup can be further optimized with Kubernetes for better system management and scalability. For more information, you can refer to Kubernetes Dashboard.