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Thank you detector - standard phrases

Related products:Freshdesk
  • July 22, 2019
  • 3 replies
  • 9 views
S
Contributor

Hi,


I just got a mail about the new Thank you detector. In general this looks great, but there's a few standard phrases in Dutch and French that cause problems. Such as "Merci d'avance pour ton aide", which is the same as "thanks in advance for your help" in English. The thank you detector only detects the thank you, but not the idiomatic sense of the phrase.


Will the detector learn of few of these standard phrases? Or do we need to come up with an observer rule to open up these tickets?


Best regards,

Yaisa



3 replies

S
Community Debut

Hi Yaisa,


I think for "thanks in advance for your help", it is better that the ticket does not reopen as the agent will anyway render the help required in a later reply. 


Sudharshan

S
Contributor

Hi, 


If the agent doesn't see the reply because the ticket doesn't reopen, It is impossible to help the customer...

As you know, customers often ask additional questions so it's not because the original problem was resolved, that the customer can't add a second question.

S
Community Debut

The agent will still get notifications even if Freddy keeps the ticket closed.

Also if you test the detector where someone says thank you and also asks another question, we reopen the ticket. 


Also in the case, the agent sends a reply and the customer needs help, the agent should not have closed the ticket. Freddy only works for closed/resolved tickets. If the customer needs additional help, I would reply promising help and then keep the ticket on pending.

Sudharshan

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