Thank-You Detector is an AI Copilot feature that evaluates customer replies received on resolved or closed tickets. When a reply contains only an acknowledgment, such as “Thanks” or “Thank you,” BoldDesk records the reply as a note and keeps the ticket closed instead of reopening it.

If the reply contains a new question, unresolved issue, request, or other content that requires action, the ticket reopens according to the configured ticket behavior. This intent-based evaluation helps reduce unnecessary ticket reopenings while ensuring that actionable customer messages return to the support queue.

Prerequisites

Before configuring Thank-You Detector, ensure that:

• Agents required to prevent ticket reopenings using the Thank-You Detector possess access to the AI Copilot.
• The applicable brands and ticket sources are configured in BoldDesk.
• Your role has the Manage AI Co-pilot permission under the AI Copilot module.

For general AI Copilot setup information, explore How to Enable and Configure AI Copilot Features in BoldDesk.

How Thank-You Detector Works

Thank-You Detector follows this workflow when a customer replies to a ticket that is already resolved or closed:

1. Customer replies: A reply is added to a resolved or closed ticket.
2. Brand and source check: BoldDesk confirms that the ticket matches the selected brands and sources.
3. Intent detected: The AI evaluates whether the reply is only an acknowledgment.
4. Outcome applied:
   • If the reply is acknowledgment-only, BoldDesk records it as a note and keeps the ticket closed.
   • If the reply contains a new question or issue, the ticket reopens according to the normal reopening behavior.

AI Copilot must be enabled before Thank-You Detector can be configured.

When AI Copilot is disabled, the AI Copilot features are unavailable.

How to Enable and Configure Thank-You Detector

AI Copilot must be enabled before Thank-You Detector can be configured. Explore further information on How to Enable or Disable AI Copilot in BoldDesk.

When AI Copilot is disabled, the AI Copilot features are unavailable.

After enabling AI Copilot:

1. Remain in AI Center > AI 2.0.

2. Under AI Copilot, select Thank-You Detector. BoldDesk opens the dedicated Thank-You Detector configuration page.
   The Thank-You Detector page contains the feature toggle, Brand and Source fields, a summary of the decision workflow, and example outcomes.

3. Turn on Thank-You Detector.

4. In Brand, select the brands where the detector should run. The Brand field determines which brands are eligible for Thank-You Detector.

   • Select one or more brands to restrict the detector to those brands.
   • Leave the field empty to include all brands.

5. In Source, select the eligible ticket creation or reply sources. The Source field determines which ticket creation or reply channels are eligible for Thank-You Detector. A source is the channel through which a ticket was created or replied to, such as email, the customer portal, or live chat.

   • Select one or more sources to restrict the detector to those sources.
   • Leave the field empty to include all sources.

6. Review the How it works and See it in action sections.

7. Click Update.

   

Click Discard to remove unsaved configuration changes.

Understand Thank-You Detector Decisions

The detector keeps a ticket closed only when the reply is identified as an acknowledgment without a new issue or question.

Understand the Ticket Outcome

Acknowledgment-Only Reply

When the detector identifies an acknowledgment-only reply:

• The ticket remains closed.
• The customer reply is recorded as a note.
• SLA timers are not restarted.
• The ticket does not return to the agent queue.
• The ticket history records the detector outcome, when applicable.

Reply Requiring Follow-Up

When the reply contains a new issue, question, request, or unresolved problem:

• The ticket reopens according to the configured reopening behavior.
• The ticket returns to the applicable agent queue.
• The customer message remains available in the ticket conversation.
• Agents can continue handling the new or unresolved request.

Understand Ticket Status Requirements

Thank-You Detector evaluates replies only when the ticket is already in an applicable resolved or closed state.

The detector does not evaluate customer messages on tickets that are already Open, Pending, or in another active status.

Understand Reopening Configuration

Thank-You Detector works with the ticket’s configured reopening behavior.

Understand Requester and CC Behavior

Thank-You Detector can apply in the following scenarios:

• A contact replies through the customer portal or another supported source.
• A CC participant who is a contact replies.
• An agent replies through the Agent Portal while also being the ticket requester.

The detector does not apply in the following scenarios:

• A CC participant who is an agent replies.
• An agent who is not the requester replies through the Agent Portal.

Review Thank-You Detector Activity

When Thank-You Detector identifies an acknowledgment-only reply, review the ticket history or conversation to confirm the recorded outcome.

Depending on the ticket interface, the history can indicate that:

• A thank-you message was detected.
• The ticket remained closed.
• The reply was recorded as a note.

If the detector does not identify an acknowledgment and the ticket reopens, a Thank-You Detector history entry may not be recorded.

Troubleshooting

A Ticket Reopened After a Thank-You Reply

Confirm that:

• The ticket was resolved or closed when the reply was received.
• Thank-You Detector was enabled.
• The ticket’s brand matched the configured Brand scope.
• The reply source matched the configured Source scope.
• The message did not contain a new issue, question, request, unresolved problem, or negative statement.
• The ticket reopening configuration supports keeping acknowledgment-only replies closed.

The Update Button Is Unavailable

Change the Thank-You Detector toggle, Brand selection, or Source selection. The Update button becomes available after a configuration change.

The Detector Works for Some Brands but Not Others

Review the Brand field. Only tickets from selected brands are included. Leave the field empty to include all brands.

The Detector Works for Some Sources but Not Others

Review the Source field. Only tickets associated with selected sources are included. Leave the field empty to include all sources.

A Follow-Up Ticket Is Created for a Thank-You Reply

Review the ticket reopening configuration. If the system is configured to create a new follow-up ticket, Thank-You Detector does not suppress that configured action.

Frequently Asked Questions

1. What does Thank-You Detector do?
   Thank-You Detector identifies acknowledgment-only customer replies on resolved or closed tickets and keeps the tickets closed.

2. Where do I configure Thank-You Detector?
   Go to AI Center > AI 2.0, enable AI Copilot, and select Thank-You Detector.

3. Does Thank-You Detector use keyword matching only?
   No. Thank-You Detector uses AI to evaluate the intent and context of the reply.

4. Does Thank-You Detector run on Open or Pending tickets?
   No. The detector evaluates replies only when the ticket is already resolved or closed.

5. Does Thank-You Detector apply to CC replies?
   It can apply when the CC participant is a contact. It does not apply when the CC participant is an agent.

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