Trigger to close "thank you" replies

[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…