Stopping the reopening tickets by a ' Thank you ' response.
What I mean by this is what we all experience. A customer creates a ticket and you solve the ticket like a boss and put the status on ' Solved '.
Now the customer will see that you made a reply in her/his email. With the correct answer.
Ow Goodie! This worked I shall thank the agent who helped me!
The customer will now reply to the email ' Why thank you for your help it worked! '
This is all awesome and epic but on the backside of the the issue will be reopened and it's more work for the agent to close it again.
Yes you can make a trigger function which would allow any ticket that has the words ' Thank you ' in it to be solved but this isn't a viable option.
' Thank you for your help but I still need more help with this issue '
Ticket has been automatically solved and none would ever notice the poor customer that lacks help.
The ultimate way to solve this, is where the customer actually goes to the helpcenter and tags on ' Problem is solved ' and makes a reply. But we all know that this will not happen since many customers will reply on an email, which works way quicker.
So here is my suggestion for a feature request.
I'm not sure what can be done to avoid this situation so I was kind of hoping for idea's of you guys!
If something can be done or created that avoid this issue. It would make the agent-life a lot easier and flexible.
Some kind of detecting way for a ticket to see if another question has been asked including ' thank you '
Then again not all customers write a ' question-mark ? ' at the end since it all has to go fast fast fast!
PS: Pretty sure I'm not the only once experiencing this issue! ;D
This issue occurs a lot and with a lot I mean 60-70% of the time.
My name is Tamir from getadelante.com, we're a Zendesk Select implementation partner. We've just released an add-on for Zendesk that solves this issue. Essentially what we do is look for an exact match to a pre-defined set of 'Thank you' phrases in every language, and if we find an exact match- we solve the ticket again so the agents don't have to solve it themselves. If we don't find an exact match, we run this through an AI platform that analyzes the intent of the user, and place a private comment on those tickets to suggest to the agents it's a 'Thank you' only response and they can immediately close the ticket.
You can find out more about us and the add-on here: https://getadelante.com/thank-you/ . Let me know if you have any questions and I'll be happy to answer!
Hi everybody! Adelante just released a plugin that solves this is to the marketplace and it's completely free!: https://www.zendesk.com/apps/support/470124/thank-you/
Our innovative Zendesk plugin works in the background and:
- Reads the message to identify key phrases that indicate a “thank you” response (we’ve tested 800+ variants)
- Confirms there’s no additional request included
- Switches the ticket back to “solved” and resolves it
- Sends a custom “thank you” message to the satisfied customer
Feel free to install and let us know if you have any feedback!
The answer seems pretty simple to me, that is if Zendesk would do this question due diligence. Just have an option to now allow tickets to be re-opened by anyone but an agent. Once closed, closed for good and only can be re-opened by an agent. Also have a response sent to the customer, editable at best, but at least "you've attempted to re-open a closed ticket...." etc etc.
Done, fixed, time to move on. Now, will Zendesk respond by adding this feature?
If you want that functionality, I think you can just achieve it using a single Trigger; no additional functionality needs to be added.
Under "Meet all of the following conditions", specify:
- Ticket is Updated
- Status changed from Solved
- Status changed to Open
- Current user is (end-user)
Then under actions, set Status to Solved, and email the requester with the text you suggest above and instructions on how to open a new ticket.
Then, if an end-user responds to a Solved ticket (which Zendesk would set to Open status), the Status will be set back to Solved and the requester will be notified. But an agent would be able to reopen the ticket.
A Zendesk colleague pointed me to this free app for my customers. Perhaps it would work for others. https://www.zendesk.com/marketplace/apps/support/470124/thank-you/
- AI to solve for the "should not be re-opened" situation
- Create a new status option to turn on: The "Probably still solved" status
I would love to see a solution to this. I end up reclosing a lot of tickets too.
We found a solution that works well for us. Here is the process:
1) Agent solves a ticket.
2) Customer must use "#reopen" in their reply and explain why they still need help to reopen the ticket. This is communicated to the customer in the solved email.
3) If "#reopen" is not included in the text, a trigger will fire to automatically push the ticket back to Solved and email the customer as to why their ticket was not reopened.
4) The trigger also adds a tag to the ticket called "false_reopen" so you can filter these false reopens out of your reporting.
We are still in the beginning phases of testing this out, but it seems to do the trick! Hopefully this helps out some folks! :)
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