Preventing reopen of issues on specific responses

Question

We have a legacy automation rule which reopens service desk issues if a customer comments on it. The issue we have is that often, it's a comment like "Thank you.", which reopens the ticket.

I don't see any way to exclude certain comments in a legacy automation rule, only a rule for "Comment contains". I also don't see a way that you could create this type of automation rule in the new Automation rules.

Does anyone else have a better way to handle small comments? For instance, this is a typical workflow.

Customer emails - new issue created, set to waiting for support
We answer question or look into the issue - comment added, switch to waiting for customer
Customer responds that they are happy - switch to waiting for support
We close out the ticket with a message to them - close out the issue
They respond with "Thank you" - issue reopened

Benjamin Peikes · Answer

I'm now wondering if we can do this by switching from a Legacy Automation to a new automation.

Do you know how to add a rule to the new Automation rule triggered by a comment, that would check to see if the user was a "customer"

I think it' should use something like  {{comment.author}}, but I'm not sure what the expression would be to check if the author is a customer.

Fabian Lim · Answer

Agree. So, the best option as I mentioned earlier is to disable the rule...

Benjamin Peikes · Answer

That's not useful. What would be ideal would be to exclude based on word count. Our clients are not going to know that if they want to reopen a ticket that they should say "repoen".