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AI to decide to retain "resolve" or "Open" again.

  • 11 June 2024
  • 3 replies
  • 52 views

Once the incident is resolved to satisfaction, requester replies “thanks” and the ticket gets re-opened. 

Is there a way to manage this? I mean, some sort of AI checks for ex:

  1. Thanks
  2. Resolved
  3. I am happy
  4. You are a star
  5. Helpfull …. the list can go one.

Similarly, if the reply is:

  1. Not resolved
  2. Not happy
  3. Issue re-occured
  4. its not working
  5. not acceptable… 

Based on the pre-defined responses, the tickets resolution remains or it can re-open.

Please advise.

3 replies

rajagopal.baladhandayutham
Rank
Userlevel 4
Badge +6

Hi @rakhan , to solve for this we have a Thank you detector available which can be incorporated in your workflows. Please refer to the below article and let us know if that helps

https://support.freshservice.com/en/support/solutions/articles/50000000064-manage-reopening-of-resolved-closed-tickets-with-thank-you-detector

Rajagopal || Freshworks Community
Shaine Chance
Rank
Userlevel 1
Badge +6

We are having issues with emojis.

In Microsofts latest version of outlook, emojis can be sent. When the ticket is resolved we already make use of Freddy thank you detector but it does not recognise emoji responses (such as a thumbs up) which a lot of our end users have started doing.

Can Freddy be built to accommodate that?

David Pietrs
Rank
Userlevel 1
Badge +3

@Shaine Chance, I’ve added a condition to check that the last interaction does not contian “reacted to your message:” to get around the new reaction feature added to outlook. 

 

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