System like osticket should not respond for some words (defined in settings) like "thank you" or similar in other languages and not reopen after ticket was closed. What do you think?
Lukas.
"thank you" problem
I cant speak to the responding since I don't do tickets by email with my system, but you can go to SCP -> Admin - > Manage - > Lists and you can create a new status like I did to keep people from continuously re-opening tickets, or edit the current "closed" status and remove the ability to re-open.
14 days later
- Edited
Interesting. The "Thank You" problem is definitely real. Solving it - I haven't come up with a decent approach.
One challenge I see for Op's solution is how do you constrain the matching. Most of our users have Signatures, so we can't say "Match Phrase Exactly", since most Thank Yous have signatures below. But then we can't say "Partial match" because many users say Thank You after reporting a problem.
We would want to match, say, the 1st line only. We would want to then include "Thank You" with and without period and exclamation, same for "Thanks". I would add "You're the best" and "You guys rock" (unless morale is low). Case Insensitive.
So actually this sounds good. Filter incoming email, if 1st line consists of only the following, do not reopen ticket. That should handle 9/10 of these well-meaning heathens.
Regarding the "don't allow reopen" option, that is an approach if we don't want users to reopen tickets. But I think we do want that (if the issue comes back in a couple of days, same issue, not a new ticket really). We just don't want it to happen if they say a list of words: Thanks, Thanks!, Thank You, Thank You! ...
We don't use department signatures, so we just have the department signature as "This ticket has now been closed. Please reply to reopen ticket if issues persist." and append it to the last message before closing.
End users pretty much get the hint and will only reply if really necessary. Been working well for us. I suppose a canned response would work similar.