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.

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

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.

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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!

It's a common issue that simple "thanks" replies incorrectly trigger the "Customer Responded" status, causing unnecessary alerts. To address this, consider customizing your support platform's automation rules to detect non-actionable phrases like kinstranews "thanks" and prevent changing the case status from pending. If automation isn’t possible, adding a custom tag for such responses or using third-party plugins to filter them can help. Encouraging customers to use your support portal for updates where they can specify if they need further help also improves clarity. Let me know your support system, and I can suggest more tailored solutions.

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Yes, this is a common frustration with Freshdesk. Unfortunately, there's no built-in way to automatically ignore trivial responses like "thanks" in open or pending tickets. You’re right that the Thank You Detector only works for closed tickets. One workaround is to use automation rules or custom apps to detect and filter such replies based on keywords — though it can be a bit technical.

In the meantime, if you're into word games during ticket lulls, check out these helpful tools:
 Word List Tool
 Daily Wordle Answers

They’re a great mental break while waiting on dev updates!

If you want to change the state of a ticket in Freshdesk, you’ll need to adjust it from the ticket details page. Freshdesk allows you to customize ticket statuses (like Open, Pending, Resolved, Closed, or even custom states) via Admin > Workflows > Ticket Fields. Once configured, agents can simply use the dropdown inside each ticket to update the state according to progress. This helps teams track tickets more accurately and streamline resolution times.

On a side note, if you’re also working on personalizing your support team’s profiles or want to make bios/usernames stand out on social media, you might find this tool useful: https://stylish-name.in/instagram-bio/ — it lets you convert normal text into stylish fonts like bold, cursive, or fancy ones for a more professional and creative look.