[Closed] Preventing "Thanks" replies from reopening tickets.

[interploy]

Whenever a customer replies to a ticket, it reopens it. My agents are saying they like the feature when some new info comes in, but most of the time it's just customers saying thanks for fixing the problem and the agents then have to go back in and re-close the ticket.

I haven't found much in the config or through mail archives about this, and I know you can turn it on or off, but is there some way to filter or make it conditional whether or not a ticket is reopened when a user replies to it?

Thanks,
-interploy

[crythias]

Each queue followup on close
Possible: "Thanks" reopens
No/Reject: "Thanks" rejected
New ticket: "Thanks" creates a new ticket.

[interploy]

Each queue followup on close
Possible: "Thanks" reopens
No/Reject: "Thanks" rejected
New ticket: "Thanks" creates a new ticket.

Thanks crythias! This tells me what I needed to know.