Handling New Incident Creation from Survey or Resolved Notification
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07-27-2025 11:36 PM
Hello Everyone,
I'm working on a requirement where, after an agent closes a ticket and a survey or resolved notification is triggered, the end user may not be satisfied with the resolution or might still need assistance. In such cases, they should have the option to create a new Incident.
Could you please help me identify all the possible ways to initiate a new Incident—either from the notification itself or through any other available means in the system?
Looking forward to your suggestions.
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07-28-2025 08:36 AM
A user will be able to reopen a resolved incident before the incident is closed. However, if you want them to create a new incident, you could add a link to an email template on your notification with the desired text. This email template would be configured to have a unique subject, and then you can update the “Create New Incident” inbound action to recognize that subject.
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07-29-2025 04:21 AM
Thank you, @Jordan Vignoni
I've successfully configured that functionality.
However, I’d appreciate your input on this post:
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