Is it possible for automation to trigger from a comment reaction?

[Lisa Bowen]

We currently have an automation in place that opens a new ticket if a customer adds a comment on a resolved issue. The automation excludes comments that contain the words "Thanks", "Thank", etc. 

The issue I'm trying to solve is that sometimes customers will add reactions to a comment on a resolved issue, which causes a new issue to be opened. Is there a way to trigger on a reaction to a comment? Or, is there a way to prevent customers from comment reactions altogether? 

[Fabian Lim]

Hi @Lisa Bowen

One recommendation is to allow the customer to close the issue themselves to avoid this behaviour.  When a ticket is resolved, you would the ticket to "Awaiting Customer" and then allow the "resolved" transition from the portal.  You can also have a scheduled automation that closes the ticket 48hrs after this transition if they do not respond.  

The other option is to have a condition on the original automation that  you have, and then go through the message text and validate that there are no specific characters or words.