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AI to decide to retain "resolve" or "Open" again.

R
Apprentice

Once the incident is resolved to satisfaction, requester replies “thanks” and the ticket gets re-opened. 

Is there a way to manage this? I mean, some sort of AI checks for ex:

  1. Thanks
  2. Resolved
  3. I am happy
  4. You are a star
  5. Helpfull …. the list can go one.

Similarly, if the reply is:

  1. Not resolved
  2. Not happy
  3. Issue re-occured
  4. its not working
  5. not acceptable… 

Based on the pre-defined responses, the tickets resolution remains or it can re-open.

Please advise.

Best answer by rajagopal.baladhandayutham

Hi @rakhan , to solve for this we have a Thank you detector available which can be incorporated in your workflows. Please refer to the below article and let us know if that helps

https://support.freshservice.com/en/support/solutions/articles/50000000064-manage-reopening-of-resolved-closed-tickets-with-thank-you-detector

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3 replies

rajagopal.baladhandayutham
Community Manager
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Hi @rakhan , to solve for this we have a Thank you detector available which can be incorporated in your workflows. Please refer to the below article and let us know if that helps

https://support.freshservice.com/en/support/solutions/articles/50000000064-manage-reopening-of-resolved-closed-tickets-with-thank-you-detector

Rajagopal || Freshworks Community
R
1 person likes this
  • R
    rakhan
Shaine Chance
Skilled Expert
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We are having issues with emojis.

In Microsofts latest version of outlook, emojis can be sent. When the ticket is resolved we already make use of Freddy thank you detector but it does not recognise emoji responses (such as a thumbs up) which a lot of our end users have started doing.

Can Freddy be built to accommodate that?

David Pietrs
Skilled Expert
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  • David Pietrs
  • Skilled Expert
  • 20 replies
  • July 31, 2024

@Shaine Chance, I’ve added a condition to check that the last interaction does not contian “reacted to your message:” to get around the new reaction feature added to outlook. 

 

Shaine Chance
1 person likes this
  • Shaine Chance
    Shaine Chance

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