I would like a check box next to Resolve/Close that says, prevent user from reopening this ticket. Also maybe in the "Ticket Properties" next to Update.

As Josh mentioned, we often get these responses before the final message goes out, indicating the survey.  This means I frequently have to open the tickets and change the status multiple times.  We need more control over this.  It also affects us in the way that if they "thank" us at the end of the day, Friday, on Monday morning we have a pile of "overdue" tickets.

I am also looking for an option to disable this "feature", as more often than not it is being reponed from a "Resolved" status for a "Thanks" type message.

I agree with everyone above, this is an issue. Once a ticket is Resolved or Closed and they reply in an email, give us an option to not allow it to be Re-Opened and send back an email stating "This ticket cannot be Re-Opened. If you feel that this has not been resolved, please log into the Help Desk and re-Open this ticket...." or some other text we can customize.

Do something soon. Brent started this thread 9 months ago and you responded you are working on this issue.

Resolving tickets for us, and I'm sure nearly all help desks, includes asking the client to provide more information on most tickets.  To properly track the performance against the SLA, the FreshDesk software demands that you set the status to  "pending" or "awaiting response" (something we created with SLA OFF) when you ask the question to the client. If you leave the ticket OPEN, the performance to SLA will count the time we are waiting for a client response.

Then, when the client does respond, the ticket is marked as "re-opened" and that is counted as a negative performance indicator.  Nearly all of our agents  have nearly all tickets being re-opened and so everyone has lousy looking stats.  

We think this is a serious design flaw.  The design needs to be adjusted to support a sub-category for leaving the ticket "open" that does not count against the SLA time when awaiting a response from the client.

Hi Guys

Work is on to address this situation using an Automation feature.

We are currently working on (In Testing phase) an Automation feature, which runs like the Dispatch'r - Dispatch'r is an ever running process, but works for New Tickets, whereas this Automation will be always running but for existing Tickets. Supervisor is a process which runs once an hour. 

So in this tool, you'd be able to define a rule, say if the Ticket is RESOLVED + CUSTOMER REPLY NOTE ADDED - Set Status as CLOSED

Something of this sort.

So Resolved Tickets don't come to OPEN and STAY CLOSED and don't affect the SLA or Reporting metrics

regards
Vijay

Please fix this soon.

This is really starting to become a problem. Please fix this soon.

Hey Guys,

I know you all have been waiting for so long for this issue to be addressed. 

Like promised, we are coming out with a feature in the next couple of days that will allow you to prevent the ticket from reopening when a customer replies with a simple "Thank you" note. 

Thank you for all your love, support and patience. 

Keep writing to us. 

Thanks,

Anna

Hi Guys

Please check this Observer rule, which can solve the Problem we're all facing with customer reply. 

Although not 100% fool-proof, but this can really help reduce the Ticket re-opening

This way, Tickets will not be re-opened by the Customer reply, unless, the REPLY gave by the Agent is incorrect and the REPLY content is send to the Agent and also can be sent to the L2 or Admin Agent, for verifications

regards
Vijay

I see this ticket started 3 years ago and a fix was being worked on, can someone help me find what this solution is?

Bump.  I would love to prevent closed tickets from being re-opened.  Is there an area where I can specify phrases to ignore when deciding to change status?  90% of my users just reply with the word "Thanks," which reopens the ticket.

Would also love a way to prevent closed tickets from opening when a simple Thank you was the comment from the client

I also have this issue and would like a solution please! I don't really want to have to tell my customers not to thanks me.

Is there an update to this? I'm having the same issue but from a different perspective.

I have custom Statuses that are exposed to the end users, telling that we've made a determination on when a ticket will be resolved. 'Scope Set'. However, when they email a response to the ticket, the Status is reset to 'Open', which is killing reporting as the 'Scope Set' Status is the hook on the roadmap for when we'll fix issues.

Hi Support, 

Can you please update us on the progress?

Cheers

I was worried when I saw this thread was still asking for a solution over three years, but...  There does seem to be the ability to turn off this 'feature' under Admin -> [under the purple 'Helpdesk Productivity'] Observer -> there's a "Automatically reopen tickets when the customer responds " rule you can turn off...

I'll report back if I'm mistaken and this doesn't work.  Else...  well, it's there for me, anyway.

Any update on this?  It's impossible to Close/Resolve a ticket with an auto-response set up on it without this feature.    A simply 'do not notify customer' would do (like there is for notes).   However, even if there is a note that closes or resolves - the customer is still notified of the status change.    Maybe a simply checkbox under 'Status'  for 'Notify customer of status change' would work. 

I don't think this is rocket science and 3 years to add this simply feature leaves us curious on what you do care about.