My team gets a lot of unnecessary reopened tickets, mainly due to people replying "Thank you".

This just causes more work for us to go back and re-close tickets that should have simply remained closed.

I can't really think of a good way to build a filter to inhibit this, as a lot of people have "Thank you" as their signature etc.

Has anyone else thought of a way to remedy this on their systems in anyway? Just curious. Thanks!

    Pietro_Aretino
    One way you can do is to not re-open the same request.
    The second option would be to do ticket as resolved then as a person say's "Thank You" then mark as Close and set to not re-open

        ramrajone
        That's a good idea. I wonder if I can build an auto-close mod/script to close tickets with the "Resolved" status after X-amount of time.

          We've got a canned response that says:

          This ticket has now been closed. Please do not reply to this message unless you believe the issue hasn't been fixed, as doing so will reopen the ticket. If you'd like to report a separate issue, please do not reply to this message either. Instead send a new message to [support email address] to open a new ticket.

          It's mostly fixed the problem, although there are inevitaby still a few people who don't read it and reply with "Thanks" anyway. Not so many to cause a big issue now though. It would be nice for osTicket to have a different template when a ticket is closed, but it's not that big a deal really. We couldn't just ignore any replies to a closed ticket unfortunately, as not only is there the obvious scenario of people replying to say "Hey, it's not fixed!", but we get some people replying to old tickets with a new response just because they can't be bothered typing out a new email.

          Pietro_Aretino Estou tentando lidar com essa situação.
          Criei um status aguardando feedback para quando a minha equipe responder ao cliente, e pendente para quando o cliente interagir com a minha equipe.
          Mas não consigo deixar isso de forma automática ?

          I'm trying to deal with this situation.
          I have created a status awaiting feedback for when my team responds to the customer, and pending for when the customer interacts with my team.
          But can not I leave it automatically?

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