topic Re: Prevent Ticket from Re-Opening When Customer Replies with "Thank You" in Tickets & Conversations

Prevent Ticket from Re-Opening When Customer Replies with "Thank You"

MelParry — Wed, 06 Jul 2022 21:27:56 GMT

We currently have the setting turned on to automatically change the status of a ticket to Open when a customer replies. This works wonderfully as a switch between our two open statuses of "Waiting on Contact" and "Waiting on Us."

Where this fails, and I'm looking for a solution, is when a customer replies with a polite "thank you" to us fulfilling their request and closing the ticket. This then reopens the tickets, skews numbers, etc.

Any thoughts on a workflow that can prevent this from happening?

Re: Prevent Ticket from Re-Opening When Customer Replies with "Thank You"

danmoyle — Thu, 07 Jul 2022 21:12:19 GMT

@MelParry Here's how I'd tackle this first: Create a ticket-based workflow where any ticket associated to an email with body content that includes "thank you" would then take the action of setting the ticket stage property to closed.

Example:

Then I'd test it and see how long it takes to close the ticket and if that works for your support team.

Hope that helps!

Re: Prevent Ticket from Re-Opening When Customer Replies with "Thank You"

ABrown65 — Tue, 18 Jul 2023 20:07:53 GMT

how would this work if there was an actualy communication thread and the customer said thank you in an email prior to a resolution? "thank you for looking, ill wait" something like that

Re: Prevent Ticket from Re-Opening When Customer Replies with "Thank You"

danmoyle — Wed, 19 Jul 2023 12:35:03 GMT

@ABrown65 good question. I'd build this and test it, and see if there are iterations you'd need. It may take some additional parameters to exclude words like that. Unfortunately, there's not a "click here to stop thank yous" functionality.