There are scenarios where the admins would not prefer to reopen the ticket when a new reply is received for a ticket that is in a closed state for quite some time. They prefer to create the new reply received on the ticket as a new ticket and the old ticket could remain closed.
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We can achieve this either by setting up a webhook or using the new automation action to create a new ticket.
Setting up webhook to create a new ticket:-
Creating a new ticket using default action:-
