Last updated: 2024-05-20
Manage Reopening of Resolved/Closed Tickets With Thank You Detector
Note: We've updated our pricing and packaging. This feature is available from Blossom plan for customers who signed up before Nov 2nd 2020.
IT service teams receive numerous requests daily, juggling responses and prioritizing tasks to provide optimal services. While customer gratitude is appreciated, automatically reopening resolved tickets upon customer response can disrupt productivity. This leads to skewed ticketing metrics and overwhelming 'Thank you' messages, turning into a major challenge for maintaining service desk efficiency.
This is why we’ve come up with a simple, but robust solution - the Thank You Detector.
Powered by Freddy, our savvy AI buddy, the Thank You Detector can be set up using Freshservice’s Workflow Automation. Freddy can intuitively detect when your end-users respond with a ‘Thank You’ and will keep resolved or closed tickets at bay or from re-opening.
Now that Freddy is around, you wouldn’t have to go through a tedious process of manually closing such tickets. Let’s look at how this can be set up within your service desk.
Setting up Thank You Detector using Workflow Automation
You can set up the Thank You Detector either by modifying/editing the existing workflow for _Reopen tickets when the requester responds_ or by creating a completely new workflow from scratch if you'd like to. Here's how:
1. ### Sign in with your account credentials to access your service desk.
2. ### Click on the _Admin Settings_ button on the left pane and click Workflow Automator under _Service Desk Productivity_. 
Info: This feature works with all languages supported by Freshservice.
To edit an existing workflow to set up Thank You Detector :
If you have enabled an existing workflow that reopens tickets whenever a requester responds, you can simply add or modify the _Condition_ to set up the Thank You Detector.
1. Click on the workflow Reopen tickets when the requester responds. This opens the workflow setup page.
2. Click Edit on the top-right. 3. Click the existing _Condition_ box and click +Add new condition. 4. Enter or Select Freddy Suggestion is not Thank you Message 5. Hover over to the _match conditions_ dropdown and select all. 6. Click Done.
To create a new workflow to set up Thank You Detector :
01. ### Click New Automator on the top-right and select Ticket from the dropdown. 
02. Enter a _Title_ and _Description_ and click Create. This will take you to the workflow set up page where you can add an _Event_, _Condition_, and _Action_.
03. Drag and drop the _Event_ icon in the center and enter or select Reply is sent. 04. Click the dropdown for _These events can be performed by_ and select Requester. 05. Click Done and the event gets added.
06. Similarly, drag and drop the _Condition_ icon. 07. Enter or select Freddy Suggestion is Thank you a message. 08. Click +Add new condition and enter or select Status includes Resolved Closed. 09. Hover over to the _match conditions_ dropdown and select all.
10. Click Done to add the condition.
11. Drag and drop the _Action_ icon right next to the _Condition_ added to trigger an action when the condition gets satisfied. 12. Select Set Status as Closed in the field box and click Done.
13. Drag and drop the _Action_ icon below the _Condition_ added to trigger an action when the condition doesn’t get satisfied. 14. Enter or Select Send Email to Agent. 15. Click the _To_ dropdown and select Assigned Agent. You can also enter a _Subject_ line and _Body_ content.
16. Click +Add new action and enter Set Status as Open. 17. Click Done to add the action.
18. Click the _Activate_ button on the top-right and a confirmation message will appear. 19. Click Confirm to set off the workflow.
Note: The confidence level threshold for Freddy is set at a greater than 90% limit - which is quite high. This means that ticket statuses will remain resolved/closed only if Freddy is thoroughly confident that a ticket should be resolved/closed.