"Thank you" reply reopens ticket


  • Used Zammad version: 3.0.x
  • Used Zammad installation source: Docker
  • Operating system: Ubuntu 18
  • Browser + version: FF68

We have follow up enabled because I want a ticket to be reopened if a customer replies, but when solving an issue we often get a reply like Thank you that reopens it. I’d like to avoid reopening, first because it requires further (useless) action for the agent and second because it tampers statistics.

What’s the best way to deal with these replies? Create a filter that ignores emails containing that words could be dangerous, because they can be in any email, like an opening one.
Other suggestions?


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