Prevent "Thank you" replies from reopening tickets

19 Commentaires

  • Amie Brennan

    Love this solution!

    0
  • Brett Bowser
    Zendesk Community Manager

    Agree with Amie. Amazing solution. Thanks for sharing Stephen!

    0
  • Dan Cooper
    Community Moderator

    If you take this portion and put it into a dynamic content block you can fix the error that will show up on the action telling you that your JSON is broken. 

    {% for comment in ticket.public_comments offset:0 limit:1 %}
    {% if comment.value.size < 25 %}
    {"status":"solved",
    "additional_tags":["thankyou"]}
    {% endif %}
    {% endfor %}

    Your new output could look like: 

    {"ticket":
    {{dc.thanks_solver}}
    }
    1
  • Brett Bowser
    Zendesk Community Manager
    I agree with Amie! Amazing solution. Thanks for sharing this Sphen!
    0
  • Tamir Bashkin

    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
  • Sarah Seiwert

    Hey there, Dan Cooper - I'm needing more direction on how to bypass that JSON error. Can you show me exactly what's supposed to be copied/pasted into that block? I don't know what a dynamic content block is, and I'm not as savvy with this stuff as others are on the thread. Thanks for your guidance!

    0
  • Sarah Seiwert

    Also, Stephen Belleau - for step 2, basic authentication with an API token, will the user name be inputted as  email@address.com/token, or will it be [my Zendesk authentication email]/token (as email@address.com was just a representative placeholder for those creating the webhook)? 

    0
  • Ronald

    Hi Sarah Seiwert - I haven't set this exact thing up but I've done similar. Here's how I'd answer your q's:

    For the dynamic content -- You probably have this feature but according to the ZD pricing/feature table, if you're on the "Suite Team" plan you don't have access to the DC feature. Also, I think this will still work even when it's indicating a JSON error in the editor so this part, I believe, is optional. But here's how to do it. Navigate to the dynamic content by going to:

    Workspaces > Dynamic Content > Add Item

    And then create an item that looks like this:

     

    Now you can reference this DC item as placeholder in the JSON body like this:

    {"ticket":
    {{dc.thanks_solver}}
    }

    So everything you put into the dynamic content item will be inserted into the request body in place of where the {{dc.thanks_solver}} placeholder is referenced.

    As for authentication, you need to use the actual email address of the Zendesk account. It's advisable to use a service account, rather than an account of an actual member of the team, for authenticating Zendesk webhooks and potentially other third party integrations. It's easier to tell that an integration user or service account has made the update when you can name the account making the update something like "Zendesk Integration User".

    1
  • Dan Cooper
    Community Moderator

    Sarah Seiwert it looks like Ronald was able to answer your question about how to use dynamic content.  It's not a necessary step, but it helps clean up the errors and allows you to reuse the same dynamic content placeholder in multiple triggers that require the same logic.

    0
  • Sarah Seiwert

    Oof, still not successful. What's the problem on my end? Is it how I've defined the trigger against what the JSON is trying to read? 

    Here's the webhook with a basic authentication of my [email/token] (for now...) and API token for the password: 

    Followed by the trigger (first part). Originally selected "Comment is [Present, and request can see the comment], but that didn't quite match the description, so opted for "Comment is Public"
    And second part:
    With error: 

    And finally, the JSON for the dynamic content: 

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  • Amie Brennan

    hey Sarah Seiwert,

    You're just missing some extra "". Give the below a whirl! Tested on my side and doesn't error out. :)

    {"ticket":
    "{{dc.thanks_solver}}"
    }
    1
  • Sarah Seiwert

    Finally! It worked! Thanks, Amie Brennan!!

    0
  • Shmuel Holzman
    Community Moderator
    Zendesk Luminary

    Stephen Belleau This sounds like an awesome solution but I'm having trouble implementing help, I'd love some guidance. 

    First, I added the code from your article directly to the Trigger and tested with a ticket. The Trigger fired but the tag wasn't added and the status wasn't changed. When viewing the activity for the webhook, I see a 422 error and it looks like the JSON that was sent was this:

    {"ticket":




    }

    So I then took Dan Cooper's advice and put the code into a Dynamic Contact and changed the JSON within the Trigger to:

    {"ticket":
    {{dc.thanks-solver}}
    }

    But nothing happened and the webhook activity shows that the JSON being sent was the same as before, blank. 

    I even tried Amie Brennan's tip to add quotation marks but that didn't help. 

    So I then tried replying to the test ticket but removing the original email conversation from that reply, thinking that maybe Zendesk was detecting the original back-and-forth as part of the character count. It's still not solving the ticket or adding the tag but this time it looks like the JSON being sent does have content:

    {"ticket": "\r\n\r\n{\"status\":\"solved\",\r\n\"additional_tags\":[\"thankyou\"]}\r\n\r\n" }

    So I guess I have two questions here:

    1. How do I fix the issue with sending the proper JSON?
    2. How do I resolve the character count confusion?

    Would love any help/guidance I can get here! 

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  • Tamir Bashkin

    Here is how it breaks down on the Thank You App for those interested. For 2 weeks in July 2023, we measured the number of characters in Thank You messages. Turns out more than 50% are longer than 25 characters:

     

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  • Thomas Lang

    Hello, 

    So I am trying to do something similar but the opposite. We calculate agent comments as a metric, but I want to identify how I can count how many of those comments are agents who simply respond thank you/thanks to a customer/vendor.

    Does anyone know how to accomplish this?

    Thank you

    0
  • Noly Maron Unson
    Zendesk Customer Care

    Hi Thomas,

    Though Explore can count the number of ticket comments, unfortunately, it doesn't capture the content of ticket comments. So it cannot identify or isolate the "Thanks" or "Thank you" responses.

    Thank you.

    0
  • Louie Tien Hegeler-Meile

    Just a quick addition to this:

    I couldn't get this to work to begin with, but then I changed the trigger:
    I changed Status is Solved to Status changed from Solved.

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  • Spencer Hutton

    Very cool solution.  Is the email signature of the requester counted in the 25 characters?  My gut says yes.

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  • Tamir Bashkin

    Spencer Hutton Yes it is.

     

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