Mike Garcia

Just thought I'd chime in here with my input, as this is an issue for me as well. What if it were set up similar to the following:

1. Agent marks ticket as Solved

2. Final Resolution email update goes out to user. This email states that if "they feel the issue was not resolved and needs further attention, simply type #reopen(or whatever trigger word you set up) in a reply"

3. Zendesk logic could check for a trigger word within comments on a solved ticket. If customer replies without that trigger word, the comment is appended to the ticket, but the ticket is not re-opened. If the trigger word is present, the ticket is reopened. Retaining the customers ability to re-open a ticket, while also putting a very small gate in front of it to block out the thank you notes seems like a win/win.

Of course, my environment is pretty simplistic. This set up would work very well for me, but I don't know how well it would work for more complicated environments.

Thoughts?