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Do NOT Re-Open Closed Ticket with 'Thank You' comment

Once our support team 'Resolves' (status) a Ticket - We then auto-'CLOSE' (status) the ticket after 3 business days. 

We have another Automation Rule in place that "Re-Opens" (status) a ticket if someone comments on the ticket - in case something additional may be needed, or something was done incorrectly, etc... This has proved very helpful for the team. 

 

However, there is ONE small annoyance - when customers simply comment "Thanks! or Thank You!" to our team closing the ticket - the rule triggers and Re-Opens the ticket. In which case our team then has to CLOSE the ticket again manually - and also re-emails the customer. Not to sound un-appreciative of considerate and kind customers!

 

But I am looking to see if anyone has any ideas regarding not re-Opening the tickets for these cases of certain comment types, etc./. Even a small percentage would be helpful save us time! 

 

We have tried using conditions in our RE-OPENED automation rule (see screenshot) of checking the last comment to see if the content matches "Thank you!" or "Thanks!" as a test - but customer email signatures killed that idea.... We obviously would want to make sure we don't leave any tickets Closed that need attention - but any ideas would be appreciated!

 

Thanks!

5 answers

3 accepted

3 votes
Answer accepted

Unless you can use a scripting function to parse the text of a comment and work out that it's just a thank you, there's no way to do this.

I usually block comments on closed issues and put a note on-screen to say "if you need to re-open this, please transition it"

0 votes
Answer accepted

I agree with what others have commented. We used to have the automation portion on our tickets but now we just close the tickets when they are done. Then, if the customer comments on the ticket we'll still get notified on the ticket but the status doesn't change.

We also get responses e-mailed to us when the customer initially responds. Sometimes it may be an annoyance but we work through those. Better than having to close a ticket that got reopened on a comment.

Note: not everyone responds, so, if we see the fix is completed and the user fails to respond after a few days we remind them again, then close the ticket as resolved. With everyone today so busy we know it is hard to always respond back on fixed issues.

0 votes
Answer accepted
Fabian Lim Community Leader Dec 29, 2021

Hi @Cam

To be honest, there is not much you can do. 

I'd rather have the annoying emails and close them manually, than having a critical issue not being re-opened because of an automation rule. 

Cheers

Thanks all for the help - this is what I thought - Appreciate the feedback!

Check out this thread, we've either got this worked out, or vastly reduced the number that have to be touched.

 

EDIT: Better yet, this may explain things further, including the benefits AND caveats of this approach:
https://community.atlassian.com/t5/Jira-Service-Management/Using-automation-to-prevent-reopening-when-a-customer-comments/m-p/2009642#M2847

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