Ability to change state in a freshdesk ticket

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

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?

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.

Hi there,

This is such a pain! "Thanks" replies clogging up the Customer Responded queue is the worst. 

For our removal company (Merit Removals in Manchester), we had the exact same issue - customers saying "thanks for the quote" would bury real follow-ups. 

What worked for us:
1. **Custom Automation** - Set up a rule: if ticket has "thanks" OR "cheers" OR "sorted" AND no open questions, auto-move to "Customer Acknowledged" (custom status)

2. **Freshdesk Scenarios** - Create "Low Priority Acknowledgement" status between Pending and Open. Automation detects thank-you keywords → moves there automatically.

3. **Ticket Filters** - In your views, filter OUT "Customer Acknowledged" so only real replies show up.

Thank You Detector is good but yeah, only for closed tickets. The automation rules are your best bet.

Saved us hours of clicking!

Cheers,
[Wasim] - Merit Removals
 

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