Jul 5, 2022 5:21 AM
Many of our customers use a bot to answer emails automatically. Our pipeline adjusts the ticket status when a customer answers even if it is an automated reply. There are bots that keep re-opening tickets as our pipeline sends a customer satisfaction survey after closing the ticket and the customers' bot just keeps on sending the same message.
Is there a way to choose to close a ticket but not send the automatic survey as it seems to be the issue here? Or is it possible not to re-send the same survey to the same ticket?
Jul 6, 2022 11:46 AM
Unfortunately, we do not have a way to prevent tickets from being reopened when the customer responds with an automated email. One idea you can try and implement is to mark the conversation as spam within your inbox if the automated emails do not stop which will at least keep your inbox view less cluttered with conversations. Similarly, we also do not have a way to close a ticket without sending the survey when the contact is the one who reopened the ticket.
Matty | HubSpot Moderator
Jul 7, 2022 4:11 AM
If I do as suggested, is there a risk of next emails from the same customer not appearing to the support pipeline? The issue is that sometimes a message from the same email address is from a real person and sometimes it's an automated reply.
Jul 7, 2022 10:52 AM
There will not be a risk of this, so long as you mark the conversation as spam and not the sender by pressing "Block sender" 🙂