How to Remove Unnecessary Messages from Inbox After Ticket Closure?

[AChapoux]

Hello!

We recently transitioned from HubSpot Inbox to Help Desk (HD), and I’m facing an issue I can’t seem to resolve.

Previously, in the Inbox, when a ticket was closed and a client replied, the message would reappear in the latest messages. If the reply was just a thank-you or something that didn’t require a response, we could simply close the conversation, and it would disappear from our view.

Now, in Help Desk, we’re unsure how to manage these types of messages since there’s no longer a conversation to close. As a result, the message stays in the Inbox, even though the ticket is already closed, and we want to remove it from our view.

Has anyone else encountered this issue? If so, how are you handling it?

[danmoyle · Accepted solution]

Hi @AChapoux! Unfortunately from what I see in some other forums, this is a common issue when transitioning to the new Help Desk space. It's great in a lot of ways, but this is one spot where it's frustrating for users. And there isn't a direct solution to remove unnecessary messages from the Inbox after a ticket has been closed in Help Desk, which is a bummer. But I did find a few ideas to help solve the problem for now.

First, check your automation settings in Help Desk. Settings 👉 Tickets 👉 Pipelines 👉 Automate. You can configure how tickets behave when someone replies. You may be able to adjust these settings to better suit your workflow.

You could also create a workflow to automatically handle replies to closed tickets. I think if you set the conditions to identify "thank you" messages you ccould automatically close or archive them, removing from the Help Desk view.

These options sounded interesting, but they do rely on user behavior, and we know how that goes... Instead of trying to remove these messages, you could embrace the reopening of tickets. When a customer replies, you could have the ticket automatically reopen and move to a specific stage, such as "NEW" or "First Line Support." This way, you can quickly review and re-close these tickets if no action is needed. Or you could try to avoid the thank you emails and adjust your closing message to customers to discourage unnecessary replies. You could include a statement like "If you need further assistance, please open a new ticket" to reduce the likelihood of customers replying to closed tickets.

I'd definitely share your experience in the ideas forum here, where product managers monitor our requests. Maybe there's a way to make this feel more like the old way of managing communications you could suggest. 

Hope that helps! 

[kennedyp]

Hi @AChapoux! Welcome to the Community-- happy to have you here 😊

This is a great question. I'd like to invite @danmoyle, @LSchmidt63, and @SteveHTM to the conversation. Do y'all have any strategies for "closing out" threads in HelpDesk?

Best,

Kennedy