Sometimes our customers reply to our Help Desk Ticket emails with a very brief message, such as “thanks” or “okay.”
How do we avoid having Tickets automatically reopen when these very short, non-actionable replies are received?
Hi @Coopr
Good question — those quick “thanks” replies reopening tickets is something a lot of support teams run into.
I’m curious to get some additional perspectives from folks in the Community who’ve spent time tuning ticket and conversations workflows.
@SkeeStylus @Shae_Taylor @danmoyle — have you implemented any clean ways to ignore or suppress ticket reopenings for short, non-actionable replies? Interested to hear what’s worked (or not) in real-world setups.
Looking forward to the insights here.
Victor
@Coopr you’re right, in HubSpot there’s currently no native setting that says “only reopen tickets if the reply is longer than X characters or not equal to ‘thanks’,” so very short acknowledgements will still reopen tickets if you rely solely on the default “A customer replies to an email” automation. The practical workaround is to (a) turn off or bypass that default reopen behavior and (b) use a custom ticket workflow that selectively reopens or recloses tickets based on reply context and timing. In the other community post you shared I offered a workflow idea to help with this, but it’s not a feature out of the box. You could add this to the product ideas space here.
One addition to the workflow solution I’d suggest is to update your closing macros/signatures to clearly say that the case is now closed and include a “Click here to open a new request” link, which guides users away from replying on the old thread when they have a new issue.
Hi @Coopr,
I agree with @danmoyle 100%, One way we’ve “hacked” this is to automatically reclose any tickets that have those common empty replies like “thanks” or “okay” via workflow. That’s a little different Dan’s approach but will save your service team time.
@Victor_Becerra thanks for tagging us in and Happy New Year everyone.