We frequently reply to the customer asking them to let us know when they have received equipment or to let us know if a noted problem continues after we’ve attempted a fix. We send this and set the ticket to Pending hoping to use an automated state change and the “customer responded” labeling to simplify ticket management. Unfortunately many customers are over polite and feel the need to respond back with “think you” or “I will” statements which trigger both the “customer replied” flag and an automation moving the ticket back to Open status.
Since our SLA’s are affected by tickets in Open status, this becomes problematic. If Freshservice could detect specific phrases in conjunction with the length of a customer reply to apply some AI to when status change automations and labels happen, that would be a welcome feature!
