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?

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

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.

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?

To prevent a "Customer Responded" status from being triggered by simple acknowledgments like "thanks," consider these options:

1. Set Response Rules: Update your system to only trigger "Customer Responded" for meaningful replies, not short acknowledgments.
2. Use Keywords or Filters: Implement filters to detect brief responses and exclude them from updating the status.
3. Manual Status Updates: Encourage manual status updates for cases with long-term pending resolutions to avoid confusion.

Enhance ticket management in Freshdesk by enabling the ability to change state within a ticket. This improves workflow efficiency, ensures accurate status updates, and streamlines customer support processes. Get more info on configuring ticket state changes for better tracking and resolution.

In Freshdesk, you can change ticket states Open, In Progress, Resolved) to manage customer queries effectively.

That’s a useful feature! Having the ability to change ticket states in Freshdesk can really streamline workflow and boost productivity. Speaking of efficient systems, if you’re looking for a quick mental refresh, check out the N7 Game — it’s a great way to recharge between support sessions

That's a really good point about the "Customer Responded" state being triggered by minimal replies like "thanks" or emojis. It’s something that can significantly impact ticket triaging and agent productivity, especially when the teams (like Support and Development) have different workflows and expectations for follow-ups.

One possible workaround I've seen implemented involves custom automations using webhooks and APIs to check for specific phrases (like “thank you” or “”) and then tag or reclassify the ticket accordingly. While this doesn’t completely override the native “Customer Responded” state, it can help route or deprioritize tickets that don’t need immediate action. If you're using Freshdesk's Freddy AI or custom apps, there might be scope for more tailored detection too.

Another approach could be leveraging the Thank You Detector, as you mentioned. Although it's geared towards closed or resolved tickets, some teams modify their workflow to temporarily close tickets that are pending with Development and use the detector to reopen them only if a meaningful message is detected.

Also, it’s worth exploring integrations that allow context-aware ticket parsing. For instance, at arganalbidaaresort, a tourism service provider I recently consulted with, they dealt with a similar issue in their helpdesk. By customizing trigger conditions in Freshdesk and combining it with Slack notifications for keyword-specific replies, they managed to improve response prioritization without overburdening agents with unnecessary clicks.

Would love to hear if anyone has had success with a more automated tagging system, or if Freshdesk is planning enhancements to the “Customer Responded” logic. A toggle for “Ignore simple acknowledgments” would be a dream feature!

In Freshdesk, the ability to change the state of a ticket is a crucial feature that enhances workflow management and team collaboration. It allows support agents to update a ticket’s status—such as Open, Pending, Resolved, or Closed—based on its current progress or required action. This ensures that tickets are accurately tracked throughout their lifecycle, preventing issues from falling through the cracks.

we run into the same thing, especially with cases that stay open for a while. It would be incredibly helpful to have a way to filter or auto-clear the 'Customer Responded' status when the message is something like 'thanks' or 'got it.' I’ve also looked into Thank You Detector, but like you mentioned, it’s mainly for closed/resolved cases, which doesn’t help with long-running tickets. Maybe a custom rule or automation could help flag only meaningful replies? Curious if anyone has set something like that up or found a good workaround 

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Having the flexibility to change ticket states in Freshdesk is essential for streamlining support workflows. If you're setting up ticket categories or status labels and want them to stand out visually (especially for internal notes or tags), using styled text can help differentiate them. You can try a stylish name maker & generator to convert plain text into bold, fancy, or other eye-catching styles—handy for customizing internal dashboards or documentation!