thanks for the fast response. The section did help indeed and I have it kind of working now.It seems that by setting it via form I have to also set all the other custom fields (subject, priority, message) or otherwise they will be empty.So this is how I did it in case someone wants to know: $form = TicketForm:(); $form->setTicketId($ticket->getId()); $form->setAnswer('subject', $ticket->getSubject()); $form->setAnswer('priority', $ticket->getPriorityId()); $form->setAnswer('customid', $custom_id); $form->save();Not sure on what to put into the message field though as nothing seems to be missing. $ticket->getLastMessage()?Also I am not sure if this will not just create another entry in the database instead of changing the one that already exists@[deleted]I thought of this but since there was already a plugin available which almost did the same thing I thought this would be the easiest way.