Recent searches
No recent searches
Stop Thank You Responses From Reopening Tickets - 2024
Posted Feb 08, 2024
A potential solution that solves for the dreaded Thank You reply that reopens a solved ticket. Due to constraints from Zendesk not allowing (at least that I can find) any editing capabilities of the standard Zendesk Reopen ticket trigger, this method does not resolve the reopen ticket metric in reporting but it does keep the ticket from appearing in views that show open/pending tickets.
This method puts the requester in control and as such they are responsible for deciding to reopen the ticket but removes the burden from the agent having to go through open tickets and close unnecessary thank you reopened tickets. Instead of the various surgical like methods that have to account for variation of the phrase thank you, this is more like closing the door when you are done and having the requester use a secret code to get back in.
Essentially through triggers following the steps below, the ticket will be marked as solved by the agent, the requester will reply, the ticket will reopen, the ticket will be marked as solved automatically, a reply will be sent to the requester notifying them the ticket was not reopened and gives them a key phrase to reply with if they still need help, the requester will reply with key phrase, the ticket will be marked as open, a reply will be sent to the agent letting them know a previously closed ticket was reopened.
1. Create trigger Solved Ticket Tag where you use the conditions and actions below.
- Condition: Ticket>Status, Is, Solved
- Action: Ticket>Add tags, Ticket_Marked_Solved_By_Agent
2. Add trigger Comment Update Assignee, or edit existing one, that notifies the assignee when a comment is added to a ticket. Use conditions below.
- Condition: Ticket>Tags, Contains none of the following, Ticket_Marked_Solved_By_Agent
- Condition: Ticket>Status, Not changed from, Solved
- Add any other conditions you like but these two assist with this specific use case
- Action: Notify by>User email (or Group email), Ticket>Assignee (or group name)
- Subject and Body would include your own verbiage and the ticket comments
- Add any other actions you want
3. Create trigger Solved Ticket Reopen Auto Response where you use conditions and actions below.
- Condition: Ticket>Tags, Contains none of the following, Ticket_Marked_Solved_By_Agent
- Condition: Ticket>Comment, Is, Public
- Condition: Ticket>Comment text, Does not contain the following string, Please_Reopen_Support_Ticket
- Action: Ticket>Status, Solved
- Action: Notify by>User email, Ticket>Requester and CCs
- Email subject and body is up to you but some verbiage like an urgent notice at the top about the ticket not being reopened and explaining that if the ticket needs to be reopened, copy and paste the key phrase "Please_Reopen_Support_Ticket" in the body of their reply and that if they do not need further assistance, no further response is needed and the ticket will stay marked as solved.
4. Create trigger Ticket Reopened Key phrase using the conditions and actions below.
- Condition: Ticket>Tags, Contains at least one of the following, Ticket_Marked_Solved_By_Agent
- Condition: Ticket>Comment, Is, Public
- Condition: Ticket>Comment text, Contains the following string, Please_Reopen_Support_Ticket
- Action: Ticket>Status, Open
- Action: Notify by>User email (or Group email), Ticket>Assignee (or group name)
- Email subject and body verbiage up to you but would let the agent or group know that a previously solved ticket has been reopened and the requester or CCs still need assistance
5. Optional: If you want to avoid having to delete the standard Zendesk reopen emails (not the ones sent in step 4), you should look over all of your subject lines for any triggers or automations and make them slightly different than the standard Zendesk reopen email subject line. My subject line has [account name] Re: and then the ticket's specific subject or title. To avoid having to manage the email messages from this i did the following steps. (note: this was done in Outlook but what ever email system you use should have similar rules)
- Create email rule: If message includes specific words in subject "[account name] Re: " delete the message, mark the message as read, stop processing rules
This is not a perfect solution and is not specifically a solve for replies that ONLY say some version of thanks or thank you as it affects all replies post marking as solved. Hopefully something similar to this is implemented from Zendesk so they can help us with simple logical steps to avoid unnecessary work, minimal impact to the requesters while giving them some accountability for their own issues, and clean reporting metrics.
Any suggestions are welcome to improve and as stated, this is a POTENTIAL solution so keep the comments helpful.
4
3 comments
Brett Bowser
Awesome solution here Trae McConniel. Thanks for sharing this with everyone!
1
Kirk Struik
If I leave step 3 as “Contains none of the following” then every new ticket sent in gets the auto response saying you've tried to respond to closed ticket.
If I change step 3 to “Contains At Least One Of the Following” then each time I close a ticket, the REQUESTOR gets an email saying they responded to a closed ticket, which isn't right either.
EDIT:
If I first submit my comments as “OPEN” and then submit a gain as “solved” it works. Its just if I add comments and SUBMIT as solved it send the email to the user.
1
Tamir Bashkin
Hi, Zendesk community!
Our app in the Zendesk marketplace automatically solves all kinds of "thank you" messages in all languages and phrases by using AI. It works even when the user doesn't directly say ‘thanks’ or ‘thank you’.
The app prevents the tickets from re-opening so they don't mess up your stats. Please try it here, no credit card required --> https://www.zendesk.com/marketplace/apps/support/470124/thank-you-ai-gpt/
1