Ticket reopened by end user saying thank you.

Hi donbeck

I usually end my comment with a question, asking them if there is anything else I can do for them and set the ticket as pending. That way you don't get a reopen, you are polite to your customers and worst case is that you have to run a macro solving the ticket when the customer replies. This you also easily catch the cases that aren't fully resolved in a good manner...

Hi Carsten, It's a good idea to set the ticket as pending instead of the ticket being reopened. I never thought about getting things done this way. Thanks for the idea!

Another viewpoint - I almost always solve mine, but still invite them to reopen.  Then I do not have a list of pending tickets that I have to close later.  Of the few that thank me still (our closing comment makes it obvious that we're done) I just close these again with no comment - they just end up in my flow and a quick CTRL-ALT-S fixes it in moments.

FYI, our closing comment is this...

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We have this issue.(In fact I had it last night as our customers are worldwide and so can reply anytime not just during my hours) and we can't use the pending technique due to sheer number of tickets.

Ideally, zendesk would have native support for marking a breaching-reply as a "thankyou" which would rollback the clock and status to reflect its state pre being "thankyou'd"

The clumsy idea I had was to add a tag saying thankyou'd and the manager exclude such tagged incidents from their reports.

I guess the problem is that these are often not 'thank-you' responses right?

Otherwise, you would simply create a trigger to re-solve the ticket if a response reopened it with the words - thank you.

thanks everyone for the ideas!

This problem is very annoying , I hope zendesk could be resolve asap!

@Andrea which problem?

The reopening of a ticket when a user responds with thank you?  what is your use case, and your ideal solution?

Are your tickets always solved when you solve them? Could some people say thank you when they are not yet finished?  If not, go ahead and make a trigger that closes a ticket when people say thank you.

There are several ways you could address this depending on the problem it causes for you.

I thought of another possibility, you could have tickets that look like 'thank you' replies go into a queue for review and so be re-closed in bulk. 

Users could be replies in many things, thank you , thanks, by, best regards, good job, etc..

Simple will be: when Agent close ticket then user cannot reopen it but he needs to open new ticket.

Hello Andrea, you can set this by shortening the automation delay for closing tickets.  You could even set this to close tickets on a trigger (immediate).  Then every ticket will close when the agent solves it.

Any reply will then open a 'followup' ticket - linked to the original for reference - but a new ticket.  This means you will get new tickets for 'thank you' responses instead of reopened tickets.  I guess though, this will keep the metrics cleaner as you can delete the thank you follow-ups.

Hi everybody,

My name is Tamir from getadelante.com, we're a Zendesk Select implementation partner. We've just released an add-on for Zendesk that solves this issue. Essentially what we do is look for an exact match to a pre-defined set of 'Thank you' phrases in every language, and if we find an exact match- we solve the ticket again so the agents don't have to solve it themselves. If we don't find an exact match, we run this through an AI platform that analyzes the intent of the user, and place a private comment on those tickets to suggest to the agents it's a 'Thank you' only response and they can immediately close the ticket.

You can find out more about us and the add-on here: https://getadelante.com/thank-you/ . Let me know if you have any questions and I'll be happy to answer!

Hi everybody! Adelante just released a plugin that solves this is to the marketplace and it's completely free!: https://www.zendesk.com/apps/support/470124/thank-you/

Our innovative Zendesk plugin works in the background and:

• Reads the message to identify key phrases that indicate a “thank you” response (we’ve tested 800+ variants)
• Confirms there’s no additional request included
• Switches the ticket back to “solved” and resolves it
• Sends a custom “thank you” message to the satisfied customer

Feel free to install and let us know if you have any feedback!