Michael Fischer

Trying to follow this today #7 doesn't work.

 

I create the attribute name, computed from ticket created - hour and I only see a +.  Clicking it does nothing.  Nothing is displayed.

This assumes, Chris, that your clients will read.  Maybe I'm bitter but I think that may possibly be ignored. If it's in big letters you'll get a reply asking why the letters are so big in the email. :)

Thus the check.  Probably need API interaction somewhere.

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IF ticket =  solved by an agent

IF next ticket reply = from requestor, comment = "ty" OR "thanks" OR "thank you" OR "n1 dogg" (or whatever strings you have in your excessively polite customer dictionary)

Then set back to solved.

It's risky.  It may help or torpedo your SLAs.  

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Your method works but the majority of our people just reply to the emails and don't touch the web interface. 

 

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Another less risky thing could be a single button somewhere in the agent interface (after the ticket is solved the first time) or in the "re-opened notification" email that is sent to the agent that is a one click close for "Post-solved thank you".  For people in SLA land, Zendesk would subtract the time from solved to the agent closing it again.

 

 

Go figure support is the one area where we don't really want to be thanked!

Here is some logic to help:

If ticket = resolved

If client's next reply is "thank you" (ignore any sent from iPhone, iPad, Windows Mobile, Android forced signature)

Set status to resolved, again.