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

[MelParry]

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? 

[danmoyle · Accepted solution]

@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!