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Keep a ticket closed

A lot of times after I close a ticket, the end user replies with a “Thank you” which then re-opens the ticket. If I could get that to stop happening, that’d be great…

Also, how do I customize the closed email to indicate the ticket has been closed?

3 Likes

Hi,
this a problem which most ticket systems have. How should it detect if someone wrote “Need help again” or “Thank you” except with some kind of AI?

What you can do is to just change the status to “Problem solved” (for example) and make an automation rule which will set the Ticket to “Closed” if status is “Problem solved” and the last change was minutes ago.

Hth,
Ronald