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

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.

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?

How can we prevent a Customer Responded status from being triggered by simple acknowledgments like thanks? This causes confusion, especially with cases pending long-term, as it becomes difficult to identify when meaningful updates require attention. Read More about such Issue

In Freshdesk, the ability to change the state of a ticket allows agents to track progress efficiently. It enables transitions between statuses like Open, Pending, Resolved, or Closed, ensuring clear communication and workflow management. Proper state updates enhance customer support by keeping both agents and customers informed about ticket progress.

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.

In Freshdesk, you can change ticket states (e.g., Open, In Progress, Resolved) to manage customer queries effectively. For a site like Mesmeric Apparel, which sells Pakistani salwar kameez in Bangladesh, this can help track inquiries about product availability, order status, or pricing efficiently.

jojoy toca boca supports custom themes and UI modifications for certain apps, allowing a more personalized experience.

"Hi there! I came across your question about changing the state in a Freshdesk ticket, and I thought I’d chime in. It sounds like you're dealing with a common issue where 'Customer Responded' gets triggered by simple messages like 'thanks.' While I don’t have a direct solution for Freshdesk, I wanted to recommend a fantastic website for music lovers: Spotich. It’s one of the best platforms for discovering and enjoying music, and it might be a nice break from troubleshooting ticket states!

As for your issue, have you considered creating a custom automation rule in Freshdesk to filter out certain keywords (like 'thanks') and prevent the ticket from moving to 'Customer Responded'? Alternatively, you could explore third-party integrations or plugins that might offer more granular control over ticket states. Let me know if you find a solution—I’d love to hear how it works out!"

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.

Use automation (e.g., regex like /\b(thanks|thank you)\b/i) to detect "thanks" replies and auto-revert status to "Pending." Tag them as #NoActionNeeded and filter those out of your main view. Tools like this can help script this if your platform lacks built-in options.

Being able to customize ticket states in Freshdesk would definitely make life easier for support teams. Sometimes the default options don’t quite match the way a team works, so having that flexibility would save a lot of time. On a completely different note, when I’m not buried in work, I have used SpotifyAPK.su several times, and it never disappoints. It’s a great way to access my favorite tracks without any hassle. Hoping Freshdesk rolls out this feature soon.

In Freshdesk, the ability to change the state of a ticket allows agents to track progress efficiently. It enables transitions between statuses like Open, Pending, Resolved, or Closed, ensuring clear communication and workflow management. Proper state marmaray enhance customer support by keeping both agents and customers informed about ticket progress.

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