Customer email reply re-opens ticket

Karmins's message above is worth looking at if you are stumped by this. It worked great for me - no more re-opened tickets!

Karmin said:

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.

Hi,

There are multiple ways in which we can handle this case : 1. Turn off the closed notifications for the customer 2. Educate the agents to use Shift+Close option to prevent notifications for ticket closure 3. Modify the default observer rule to create a new ticket when a reply is received on a closed ticket 

1. Turn off the closed notifications for the customer :

There are cases where the customer might actually respond back to the acknowledgement email which results in re-opening of a ticket. If your major chunk of tickets come through portal, you can turn off this option under Admin -> Email notifications -> Requester notifications section to prevent the redundant message that gets sent across to the customer 

2. Educate the agent to use Shift+Close option :

If you'd like to send notifications by default but prevent it for some cases, the agents can use the Shift key and click on the Close button on the ticket . This will prevent the closure notifications from being sent for the specific ticket. This is particularly helpful when you know the customer is going to come back for every email that's being sent from the helpdesk.

3.Modify the default observer rule to create a new ticket :

By default, the observer rule re-opens the ticket when there is a new customer reply. There are cases where you'd like to create a new ticket and start the conversation afresh . To know more details on this setup , visit : https://support.freshdesk.com/discussions/topics/308171

Cheers!

Now, the other case is where customers simply reply with "Thanks" or "Thank you" as the last reply on a closed ticket. You'd not like to create a new ticket for this response ( if you're choosing the option 3 available in the previous comment ) but at the same time, you'd not want the ticket to be re-opened.

As it stands, there are no organic solutions available in the helpdesk to solve this case. This is one use case that we have been seeing quite influx and always wanted to solve , what we call as the "Holy-Grail" problem. We have this lined up in our product roadmap for the year and I'll share more updates as and when there are any developments on this regard.

Cheers!

@Michael You've subscribed for the free "sprout" plan for which the Observer automation is not included. Sorry about that! You can refer to this page to know the feature differences across the available plans.

Cheers!

Recently, users react to a closed ticket with an emoji, and the ticket opens due to this and has to be manually closed again. Does FreshService have a solution so that the thumbs up sent by the user does not reopen the ticket? This is related to Outlook’s new emoji-reply system.