Response to closed tickets should create new ones

Hi @pedrobleao , with respect to your query, you can make use of Automations and trigger a webhook to create a new ticket when a customer replies to a closed ticket. You can go to Admin -> Workflow-> Automations -> Tickets -> Ticket updates -> Create a new rule. 

This solution article will help you on the same, along with a sample API payload that has to be passed in the rule: https://support.freshdesk.com/en/support/solutions/articles/50000003073-webhook-to-create-a-new-ticket-when-reply-is-received-on-a-closed-ticket

You can also make use of this API documentation of Freshdesk for creating new tickets: https://developer.freshdesk.com/api/#create_ticket

Thank you for the replay.
This seems to be exactly what I need.
But the process is not working :(

I’m not founding any logs or erros messages. It there a place where I can check this?

Hi @pedrobleao, Kindly write to us at support@freshdesk.com, along with the screenshot of the Automation rule which you have setup and the tickets in which the rule was not working as expected, one of our agents would get in touch with you at the earliest.

Hi!
Can I elaborate on this topic, how to make it so that after the second response of the client a new ticket is created and at the same time the last comment from the first ticket is sent?

Hi @Nikotik,

Can you elaborate on what you mean by “after the second response of the client”? Usually, the “{{ticket.latest_public_comment}}” placeholder is used to capture the latest comment on the ticket as seen in https://support.freshdesk.com/en/support/solutions/articles/50000003073-webhook-to-create-a-new-ticket-when-reply-is-received-on-a-closed-ticket

If your aim is to create a new ticket for every reply, then you can go to Admin->Email->Advanced settings and turn on the option “Create a new ticket for each customer response” as seen below.