We have a workflow in Service Desk, where the ticket goes from:
Waiting For Support
Waiting For Customer
Resolved (when we close the ticket)
Customer Reopened (if we get a customer comment after it is closed)
From "Customer Reopened" we can then transition to any of several states.
The issue we have is that very often, the Customer Reopened state is caused by a customer replying with a "Thank you", or "Great. Thanks for handling this.".
This then means that we have to Resolve the ticket again, when it wasn't really reopened. It also wastes cycles. I'm wondering if anyone knew of either a plugin or a good set of rules for deciding if a response is really asking for something else.
i.e. maybe these sets of rules:
1) Comment has more than 3 words.
2) Comment has a question mark.
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