Using webhook to create a new ticket once a reply is sent to a ticket that's closed

Actually, that’s not the case anymore. So the webhook for new ticket is triggered but I don’t know how to keep in the new one details such as the product since we have multiple products and it creates the new ticket on the default one.  

Hi @lucia.m,

To be able to retain the product field value, we would need to pass the value from the older ticket to the new ticket using placeholders. I've checked this with the team internally and apparently the placeholder for "product_id": {{ticket.product_id}} doesn't work in webhook. I believe this placeholder doesn't exist in both our webhook payload and also in the list of dynamic placeholders that we provide. Hence we can't efficiently use this field in the webhook. Unfortunately, we do not have any other placeholder to pass the value for "product_id". We can hard code the product_id for example "product_id": 82000001731 (you can get the product id from the URL) but that won't serve the purpose of this automation. 

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This has already been raised to our product team as a "Feature Request". Although we do not have an update on the timeline on when this would be available in the product as of now, we have followed up with the concerned product manager for more information on the roadmap. We will keep you posted once we receive an update.

However, the placeholder for group_id and other values should be working fine. Here’s an example payload for your reference:

{

"email": "{{ticket.contact.email}}",

"description": "{{ticket.latest_public_comment}}",

"subject": "{{ticket.subject}}",

"status": 2,

"priority": 2,

"group_id": {{ticket.group_id}},

"source": 1

}

Using this other data present in the older ticket can be passed to the new one.

Thank you!