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

That's why I suggested putting the emails into a separate queue. The point is to not re-open solved tickets unless they need to be reopened. The dedicated queue would be checked just like any other queue.

Perhaps I'm missing something here but it would seem to me that the problem has nothing to do with what the customer is saying in their 'Thank You' response.  Rather the issue is that Zendesk allows an email into the system to change the status of the ticket.

Why not simply change the logic so that:

IF Ticket = "Closed" 

Subsequent emails ARE written to the ticket BUT status is not changed.  The email will still be in the ticket, it will still get sent to the agent and any persons CC'd on the ticket but a simple email sent to a closed ticket cannot change the status of that ticket.  If the user has said Thank You, but I need more assistance, then the agent assigned to that closed ticket is the only one who can open it back up.

That should not be hard to do at all.

Issue statusses are needed to be changed by email, for example if a ticket had the status ' pending ' it needs to be changed to ' open ' later o if the requester game more feedback to the agent.

The issue is that you cannot reopen closed tickets. Perhaps with solved indeed. Just how will you create an overview of solved tickets or not?

If you get a 1000 tickets per day and solve a 1000 each day, you won't be happy to check all solved issues with latest comment by requester.

Kind regards
Kristof

How would something like the following work:

1) Customer replies to issue marked as "Resolved", status is _not_changed (issue is still resolved)

2) Agent notices that it isn't a simple "thank you" but instead a request for more help

3) Agent replies to issue which is now re-opened

In other words, only agents' replies trigger solved issues to be reopened.

It would not work for us. Our agent views are filtered to excluded all solved tickets therefore we rely on the ticket status changing when customers reply.

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?

I would just like to see an option/setting to control "Replies to solved tickets will reopen tickets" - yes or no checkbox.  We use Spiceworks for internal IT tickets and that is exactly how they handle it - an we have it set to not reopen tickets on replies due to the Thank you situation or other out of office messages, etc. 

I am most worried about the reopens affecting our SLAs - would hate for a Thank You reply reopen to affect our SLA reporting that we must deliver to customers. 

Any updates to the suggestion by @Dbaker ?

Having that be an option would be very useful and for those who don't need it you could just turn it off.

So I struggled with this a bit this morning and have a workaround that works for our particular use case

When a ticket status is changed from solved

AND the ticket update is coming from email (or whatever channel yours come from)

The action taken is that it assigns it a new tag called "reopen"

And changes the status to solved

If you have tickets coming from multiple sources you'd need to tweak this a little bit but all of our incoming requests are happening via email.

The reason that line is important is that if the response is anything more than a thank you the agent can reopen it through the dashboard.

I added the tag in there because we have other triggers that send feedback surveys out when a ticket is solved and I didn't want them to receive multiples because of this workflow. So you will also have to go in and add language to any emails that are sent out when a ticket is solved that make it not send if it has the tag 'reopen'.

So far it has solved our issues. I don't believe it solves the SLA piece though as the ticket is still re-opened and immediately closed.

What if....

you use a #reopen  #open  #notsolved

When you solve the ticket, the user get the email. In it somewhere it says "If you feel this issue is not resolved to your satisfaction reply with  

#something problem is still happening (let them type after the #word)

If they don't put that in the reply and just say "Thanks"  then the ticket says solved.

Building on Tlong's suggestion, I set the action to

Ticket Status Solved

and

email Assignee with subject "Reply sent to solved ticket".  

Email can obviously sent elsewhere.  It gives the recipient (assignee or otherwise)  the ability to use their discretion as to whether the ticket needs to be reopened or it's simply a "thank you".

I vote for changing Zendesk to not re-open the ticket automatically. Those who do need this behaviour (e.g. Colin Piper mentions it's important to his team) can implement a trigger that does this for them.

It's not possible (as far as I can tell) to create a trigger to set the ticket back to its original status (i.e. it never was re-opened) so that re-solve statistics, etc., are not affected.

I am not a zendesk user but I have a little suggestion to solve this problem 

what about if you lock the closed tickets , only support agents can change the closed ticket status back to "Opened" status 

flowchart:

1.customer opens a new ticket 

2. support operator answers all the questions - operator set the ticket status to resolved status 

3.customer wanted to thank the operator , customer sends a thank you message via email (since the ticket is already in resolved status it doesn't get reopened but agent can see the thank you message 

I agree with Dkmedia Killowatt's suggestion.  Give the option to "lock" solved tickets, and only allow agents to reopen it.

There would be a new view called "Comments" where these solved tickets with new comments would show up.  When you open the ticket to view it, its marked as "read" and then disappears from this view.

So for anyone looking to "lock" solved tickets and only allow agents to re-open a ticket here is what we have done and seems to work so far.

Create a new trigger

Meet all of the following conditions:

• Ticket Status changed from solved
• Ticket Status changed to open
• Other: Current user is not agent
• You can add a Brand/Org filter if required

Perform these actions:

• Notifications Email User (current user)
• Create your email template
• Ticket Status Solved

Sample email template:

The issue described in ticket {{ticket.id}} has been considered resolved.

If you feel this issue has not been resolved, please contact us at <Support Phone Number> and request that the ticket be re-opened.

If you have another issue you need assistance with fell free to submit a request at <web portal url>, <Support email address> or <Support Phone Number>.

• Deactivate the trigger that notifies assignee of re-opened tickets.

Hopefully this will help someone else looking to accomplish this as well.

We did something similar to davidwarby 

But we added a filter to look for a public comment that contains "thanks" or "thank" so it only re-solves tickets where (hopefully) the end user said thank you/thanks.

We have it fire off an email to the assignee to review the comment to make sure there isn't some legitimate request for additional assistance with "thanks" at the end.

This will Solve the ticket again immediately after they reply with anything. The agent still receives a last email with their reply of "Thank you" or whatever, and can then re-open the ticket if it is a genuine request for more help etc.

Regards

Shaun

Zendesk customers have been waiting three years or more for this.

Sweet baby Jesus, I pray that this year's Christmas Miracle would be Zendesk gets some brains and implements a solution to this problem - here's a simple suggestion:

1. Agent has the ability to submit a ticket as "Solved" with an added criteria of NO AUTO RE-OPEN
2. If any further conversation is made the agent can use their discretion to re-open the ticket

+1

How is this still not a solved issue? We need this.

Hey,

I would like to add some note from the other side. We have a great support team at our company. I recently found out that when I try to thank them when they help, I actually cause trouble for them with reopening the ticket again.

I really hope that Zendesk can solve this with something simple as a Like button or whatever. It might sound silly but I beileve the positive feedback is crucial at these stressful support jobs.

Thanks,

Panna

Thanks, Panna. That's a great point. 

Nicole

We´ve some case that we use "Next-Reply" SLA.

In case we send customer:

"Your appointment is confirmed tomorrow at 9am".

We put the case to On-Hold.

Now customer reply with:

"OK, thanks, got it..."

The case changed to open and "Next-Reply" will be active again.

1.) we can ignore SLA (KPI exclude need)

2.) we response bullshit again like "thanks for your thanks"

3.) We get any option from Zendesk to stop "Next Reply" based keyword detection or max sentence lenght, whatevwer.

Thanks.

Another suggestion for ZenDesk would be to stop the auto re-opening of solved tickets when replied to. 

Make re-opening a ticket a purposeful action, add a button to the email or a link that would allow the user to re-open the ticket by purposely choosing this action versus just replying to a solved ticket.

In our environment 95+% of all replies to solved tickets are thank yous or something similar and making re-opening a ticket a purposeful action would eliminate the need for special triggers, automationa, tags, etc that leave room for error.