Question

Re-open resolved / closed ticket Thank you detector where Thank you is in a genuine re-open email

  • 21 November 2022
  • 2 replies
  • 63 views

Newbie Question here - tried to look for an answer but can’t find one or anything to point me in the right direction.

We have a standard Workflow Automation to re-open closed / resolved tickets if the requester replies this includes a basic Thank You detector that picks up on a few options of thanks etc

If the reply is a genuine one ie “This didn’t work can you take another look Thank You” that should re-open the ticket the detector picks up the Thank You and doesn’t re-open the ticket.

Anyone know of a way to do this? 

Other option is to only employ impolite people that won’t say thanks 😉

 

 

 

 


2 replies

Userlevel 7
Badge +14

Hello @Sydknee, you may need to take a closer look at your Thank You detector. The sensitivity of that errors on the side of reopening tickets that shouldn’t be in our experience. Perhaps it is too stringent. Feel free to share your workflow so that we can take a look at it. You could also raise a support ticket at support@freshservice.com and the support staff can dig into the workflow to make sure it is functioning correctly based on their design of the the “Thank You” detector.

Hope that helps and good luck!!! 😊

Thank You Detector is not designed to work with e-mail from what I understand.  

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