We have been using HelpSpot for some time now and have an idea for an enhancement to the software. When we close a ticket and then a user replies to the ticket after it’s been closed with comments such as “Thanks” or “Thank You”, it re-opens the ticket automatically. Since we also receive an email update to the ticket saying the same thing, it would be nice if tickets did not re-open themselves once closed and replies are sent. It stands to reason that the person/s who received the email should be the one/s to determine if the ticket should warrant to be re-opened or replied to.
If there is some other method to accomplish this already in the software, please let us know.