Trigger to close "thank you" replies

[astrugatch]

Infos:

• Used Zammad version: 4.1
• Used Zammad installation type: ubuntu package
• Operating system: ubuntu 18.04
• Browser + version: Chrome (latest

Is there a way to make a trigger to auto reply to a “thank you” that re-opens a ticket?

So the ticket is closed, a reply comes in that includes “thank you” and that reopens the ticket.

I want an auto reply that sends a your welcome and closes the ticket back out.

I don’t see a way to identify a re-opened ticket.

[olafbuitelaar]

i think this issue has several duplicates;

Do not reopen Ticket, but do not create a new one

Used Zammad version: 3.6 Used Zammad installation source: deb Operating system: Ubuntu 18.04 Browser + version: Customers often re-open a ticket by just saying “thank you”. That really sucks, because: Either they reopen the ticket, so that I do not find it under closed tickets, the SLA forces me to reclose it, my statistics become ugly. We are Using an Overview “to be billed”, with closed tickets that have a time accounting. If the ticket stays open, there will be no invoice. Or he opens a …

"Thank you" reply reopens ticket

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

[wucherpfennig]

Hi

Untested 1
Maybe you can add a tag to a closed ticket to identify them once they are reopened?

Untested 2
Check for action “updated” and if state is closed from sender “customer” and then send a reply?

Obviously you have to check for thank you in the article received too.

BR wucherpfennig