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Stopping the reopening tickets by a ' Thank you ' response.



Posted Mar 14, 2014

Hello,

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.

Kind regards
Kristof


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72 comments

Yeah, I know that problem. It is kind of annoying when those reopened messages start to pile up. You can use this app on Zendesk's marketplace: https://www.zendesk.com/marketplace/apps/support/470124/thank-you-gpt

3


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?

1


Hi Scott,

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. 

0


image avatar

Mireille Cameron

Zendesk Customer Care

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/ 

 

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Suggestions:

 - AI to solve for the "should not be re-opened" situation

 - Create a new status option to turn on: The "Probably still solved" status

0


I would love to see a solution to this.  I end up reclosing a lot of tickets too.

0


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. 

Trigger setup: 


We are still in the beginning phases of testing this out, but it seems to do the trick! Hopefully this helps out some folks! :)

1


Yeah, I know that problem. It is kind of annoying when those reopened messages start to pile up. You can use this app on Zendesk's marketplace: https://www.zendesk.com/marketplace/apps/support/470124/thank-you-gpt

0


I created an automation via Zapier using a prompt in OpenAI, which is working wonders for us. I would highly recommend it.

1


image avatar

Mounika Sanikommu

Zendesk Product Manager

Hey everyone, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

 

This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 

0


Allen Lai | Head of CX at Otter.ai Would you be able to share that Zap? I'd love to see it

0


Gareth Elsby Sure here's how I did it.

 

  1. Create a trigger in Zendesk with the following conditions:
    1. Meet ALL of the following conditions
      1. Ticket status Changed from Solved
      2. Ticket status Changed to Open
    2. Actions
      1. Add tags “reopen_solved”
  2. Create a custom view in Zendesk with the following conditions:
    1. Tickets must meet all of these conditions to appear in the view
      1. Ticket status contains at least one of the following: Open
      2. Hours since status category open (calendar) is 1
      3. Tags contains at least one of the following: reopen_solved
  3. In Zapier, do the following:
    1. Step 1: Zendesk
      1. Event: New Ticket in View
      2. View: Select the view created in the previous step
    2. Step 2: Delay by Zapier
      1. Add a one-minute delay to ensure the trigger in step 1 occurs first.
    3. Step 3: Filter by Zapier
      1. Only continue if:
        1. Status Contains open; AND
        2. Tags Contains reopen_solved
    4. Step 4: Zendesk
      1. Event: Find Latest Comment
    5. Step 5: Filter by Zapier
      1. Only continue if:
        1. From Step 4, “Plain Body” Contains “thank you”; AND
        2. From Step 4, “Via Source From Address” Exists; OR
        3. From Step 4, “Plain Body” Contains “thanks”; AND
        4. From Step 4, “Via Source From Address” Exists
    6. Step 6: OpenAI
      1. Event: Send Prompt
      2. Model: gpt-3.5-instruct
      3. Prompt: "Review the first 255 characters of the message below from a customer. If the message is purely an expression of thanks without any indication that a reply or follow-up is needed, respond with 'TRUE'. Otherwise, respond with 'FALSE'. Note that any mention of an issue or request for assistance should lead to a 'FALSE' response. Here is the customer's message:

        "4. Plain Body"
    7. Step 7: Filter by Zapier
      1. Only continue if:
        1. From Step 6, Response Contains “true”
    8. Step 8: Zendesk
      1. Event: Update Ticket
      2. New status: Solved
      3. New Comment to add to the Ticket: “Zapier automatically updated the ticket status from Open to Solved because the customer was simply thanking us and a reply or follow-up is not needed.”
      4. Should the new Comment be public? No

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