Skip to main content
Closed for Voting

Mark a reply as a "Thank You" (Button/Icon)

Related products:Freshdesk
  • June 1, 2017
  • 3 replies
  • 30 views
D
Contributor

Hi,


When a customer replies with Thanks, Thank You, e.t.c. it of course re-opens the ticket, adds a new interaction and times to the SLA/KPI.


I don't think you can safely automate to not reopen if it contains "thank" as some customers might reply "that didn't answer my question please just do what I asked thanks" so I would like a button (Icon) on the replies/notes to just mark as a thank you reply so it clears any changes that made to the ticket, KPI's.


As a bonus you could give that reply/note another flag (Icon on the corner) and therefore also report on how many tickets get a thank you or which agents get thank you replies, e.t.c.


Thanks


Dan

3 replies

A
Community Debut
  • aki
  • Community Debut
  • June 5, 2017

Awesome suggestion, Daniel! I never thought about this until you brought it up.

T
Community Debut
  • tonyr
  • Community Debut
  • June 11, 2019

has there been any update or solution to this request??

A
Community Debut

Folks,


We have a feature called "Thank you Detector" that can understand the intent of customer responses to 'resolved' or 'closed' tickets to decide if it should be reopened or not. These responses can either be a request for help from an agent or an expression of gratitude for the support offered by the agent (Thank you note), or sometimes even an auto-generated out-of-office email.


Hope this helps! :)


Cheers!

Terms of UseAccessibility statement