Preventing reopen of issues on specific responses

[Benjamin Peikes]

We have a legacy automation rule which reopens service desk issues if a customer comments on it. The issue we have is that often, it's a comment like "Thank you.", which reopens the ticket.

I don't see any way to exclude certain comments in a legacy automation rule, only a rule for "Comment contains". I also don't see a way that you could create this type of automation rule in the new Automation rules.

Does anyone else have a better way to handle small comments? For instance, this is a typical workflow.

Customer emails - new issue created, set to waiting for support
We answer question or look into the issue - comment added, switch to waiting for customer
Customer responds that they are happy - switch to waiting for support
We close out the ticket with a message to them - close out the issue
They respond with "Thank you" - issue reopened

[Fabian Lim]

Hi @Benjamin Peikes

My recommendation is to disable this rule and enable the transition to reopen the ticket instead in the portal for the customer. 

Regards

[Benjamin Peikes]

I don't see any options to "enable the transition to reopen the ticket" in the portal configuration. Would this also apply to comments which are made via emails?

99% of our customers open tickets and respond to tickets via email.

[Fabian Lim]

Enabling the transition only works if they have access to the customer portal and they have the ticket reported by them, so my suggestion won't work. 

The other option would be to use an automation that will trigger based on the content of the description.  For example if you have "Re-Open" in the body or summary, you can transition the ticket.  There are some string functions that you can use in automation.  

Cheers

[Benjamin Peikes]

That's not useful. What would be ideal would be to exclude based on word count. Our clients are not going to know that if they want to reopen a ticket that they should say "repoen".

[Fabian Lim]

Agree. So, the best option as I mentioned earlier is to disable the rule...

[Benjamin Peikes]

I'm now wondering if we can do this by switching from a Legacy Automation to a new automation.

Do you know how to add a rule to the new Automation rule triggered by a comment, that would check to see if the user was a "customer"

I think it' should use something like  {{comment.author}}, but I'm not sure what the expression would be to check if the author is a customer.