Hi @mymuk
Greetings from the freshworks community!
I understand that some of the responses like ‘thank you’ don’t need a reply from the agent. However, these flags are generated by the system based on the actions performed. Unfortunately, as of now, we do not have an option to remove the system-generated flags as these are hard coded from the backend and will also impact SLA and other factors. As a suggestion, you can add an empty public note to the ticket to remove the “customer responded” state.
The feature release is a part of the road map, but we do not have any tentative ETA yet. We’ll share the details once there is some considerable progress :)
Hey FreshDesk Team, do you have any update on this? Customers have been complaining about this for awhile, on several different forums threads. Please fix it. It’s very annoying. You need to add a way for us to manually clear the Customer Responded flag. Please listen to us.
Hello!
@Aishvarya as for the workaround you’ve mentioned - creating an empty public note to the ticket.. I guess a customer will receive an empty e-mail from support, correct? Then this workaround is not helping at all.
If state where a condition in automations, this wouldn’t be a problem.
Any chance on that happening?
Hi @mymuk
Greetings from the freshworks community!
I understand that some of the responses like ‘thank you’ don’t need a reply from the agent. However, these flags are generated by the system based on the actions performed. Unfortunately, as of now, we do not have an option to remove the system-generated flags as these are hard coded from the backend and will also impact SLA and other factors. As a suggestion, you can add an empty public note to the ticket to remove the “customer responded” state.
The feature release is a part of the road map, but we do not have any tentative ETA yet. We’ll share the details once there is some considerable progress :)
Is there any update on the roadmap for this issue?
@Aishvarya
Can you please provide any sort of update regarding the roadmap for this feature. There needs to be some way to clear “Customer Responded” from tickets that do not need an actual follow up. If a customer responds saying “Thank you, talk to you then”, are we expected to reply back to them saying “Thank you for thanking me. See you then”?
What if they reply back saying “Thanks”? We will then need to reply back to them saying “You’re welcome”? What if they then say “My pleasure”? I’m sure you see how this can keep going back and forth.
It is unnecessary clutter for the end-customer to have to continue to receive emails from the support desk, strictly because Freshdesk does not have a way (somehow) to clear this flag.
The workaround of “add an empty public note to the ticket” does not work, by the way. It is actually impossible to add an empty note to the ticket. The button is greyed out and will not let you post an empty public note. Further, this workaround would also result in an empty email to someone.
Please provide an update on this highly requested feature.
Thanks
Is there a way to automatically remove the "Customer Responded" status when a customer only sends brief replies like "thanks," to prevent unnecessary flagging of cases, while still tracking meaningful responses without requiring manual review of each case?
Is there a way to automatically remove the Customer Responded status when a customer only sends brief replies like "thanks, to prevent unnecessary flagging of cases, while still tracking meaningful responses without requiring manual review of each case? Just keep an eye on such services
How can we efficiently manage items kept in pending status by groups like Developers, ensuring Support can monitor them for customer replies and promptly respond when needed? Find out more about developers who are expert in services.
Is there any way of removing the Customer responded state when all the cust has said is "thanks" etc?
I find I have to keep clicking on a case to check if they need to be replied to.
Our issue is with things that some groups (such as Developers) will keep in pending status (potentially for quite a long time) and which Support would keep an eye on in case the customer replies and needs a response.
At the moment, a "thanks" email will flag it as Customer Responded forever, meaning we have no way to know if a subsequent minecraft mods 1.12.2, more substantive response has arrived without clicking into the case.
I have seen Thank You Detector - however it looks to only deal with closed or resolved cases, which we would have no issue with as we can just close or resolve those again.
To address the issue, you can set up an automation that ignores simple responses like "thanks," preventing them from triggering the "Customer Responded" state. Additionally, you could customize tools like the "Thank You Detector" to apply to open cases as well, or create a custom status like "waiting" for cases with minor responses. This way, you can keep track of them without marking them as "Customer Responded." Another option is to use tags or flags to manually identify these cases, making it easier to monitor them without needing to click into every case.
@motaro this only work if there is a ‘thank you’ rather than a response that is not actually a response to the request (i.e. more information) - for example when they say “I’ll check and get back to you” - this triggers the status and we have to keep checking the last updated time field which is a pain when you are managing multiple tickets. We just need a way to trigger the status change. Flags/tags are not a solution as these just add additional elements to manage. Is there an update on this, or are we not getting this feature request?
