Thank You Detector is an AI-powered feature that analyzes replies received on Closed or Resolved tickets and prevents unnecessary ticket reopenings caused by simple acknowledgments such as “Thanks,” “Thank you,” or “Much appreciated.”

Customers often reply after their issue has been resolved to express gratitude. Without Thank You Detector, these responses can unintentionally reopen tickets and generate unnecessary work for support teams. The detector identifies gratitude-only messages and keeps tickets closed when no further action is required, helping teams maintain cleaner queues, more accurate reports, and improved operational efficiency.

How Thank You Detector Makes Decisions

The detector suppresses ticket reopening only when all of the following conditions are met:

• The ticket status is Closed or Resolved.
• The reply is identified as a gratitude-only response.
• No issue, request, question, or negative sentiment is detected.
• The AI confidence score is 90% (0.90) or higher.

If any of these conditions are not met, the ticket follows the configured ticket reopening behavior.

Use Case

The Thank You Detector helps prevent unnecessary ticket reopenings caused by non-actionable customer replies, ensuring more efficient and accurate support operations. Below are the key benefits:

• Keep ticket queues clean: Prevents reopening tickets that need no action.
• Reduce agent workload: Avoids unnecessary ticket reviews and closures.
• Improve reporting accuracy: Ensures metrics reflect meaningful interactions.
• Maintain better customer experience: Lets customers acknowledge support without triggering workflows.

Prerequisites

• Role: Administrator (to enable/configure the feature)
• AI Center access: AI Copilot features must be available to the account

How to Enable Thank You Detector

Thank You Detector helps you stop ticket reopens on customer replies like “Thank you”, “Helpful”, “Resolved”, etc. To enable this feature, follow the steps below:

1. Navigate to AI from the left sidebar.

2. Under AI Copilot, click Thank You Detector.

3. Ensure that AI Copilot is enabled.

4. Under Configure, select Customer Support Assistance.

5. Enable the Thank You Detector option.

6. Click Update to save your changes.
   

   
   
   

Managing Thank You Detector

After enabling Thank You Detector, administrators can configure where the detector should run.
To manage detector settings:

1. Open Thank You Detector.

2. Click Manage.

3. Select one or more Brands and Sources.

4. Click Update to save your configuration.
   

   
   
   

Requester and CC Rules

The detector applies in the following scenarios:

• An end user (contact) replies through the customer portal or a supported channel.
• A CC user who is a Contact replies.
• An Agent replies through the agent portal and is also the requester.

The detector does not apply in the following scenarios:

• A CC user who is an Agent replies.
• An Agent replies through the agent portal but is not the requester.

Status Configuration Check

• If it’s set to “Do not perform any action on the ticket state” → the system leaves it as it is, so a closed ticket stays closed.
• If it’s set to “Automatically change ticket status to open” → the ticket will reopen. The ticket remains closed only if the reply is clearly a non‑actionable thank‑you message (AI confidence ≥ 90%), contains no issue, and does not express a negative sentiment.
• If it’s set to “Create a new follow-up ticket” → a new ticket is created every time; no conditions will stop this.

Decision Rules Examples

Troubleshooting Common Errors

Ticket reopened even for a “thanks” reply

• Verify the ticket was Closed/Resolved at time of reply.
• Verify Brand and Source/Channel are enabled for the detector.
• Check if the message included a question/issue or negative sentiment.
• Confirm confidence met the ≥ 0.90 requirement (via history entry).

Detector did not run

• Check if the ticket status was not Closed/Resolved.
• Check if the reply came from an excluded actor (for example, CC user who is an Agent).
• Check if the brand/channel is unsupported or not selected in settings.

Frequently Asked Questions

1. Does Thank You Detector run on Open or Pending tickets?
   No. It runs only when the ticket status is Closed or Resolved.

2. Will a ticket stay closed if the customer says “Thanks, but…”?
   No. If the message includes a new request, unresolved issue, or negative sentiment, the ticket reopens.

3. What confidence is required to suppress reopening?
   AI confidence must be ≥ 0.90.

4. Does it work for CC replies?
   Yes, only when the CC replier is a Contact. If the CC replier is an Agent, the detector does not apply.

5. Can I enable it only for specific brands/channels?
   Yes. Admin can configure Thank You Detector for selective Brand and Source/Channel.

6. Can the detector prevent creation of a follow-up ticket?
   No. If the status automation is configured to Create a new follow-up ticket, the follow-up is created and the detector does not suppress it.

Related Articles

1. How to Enable AI Copilot Features in BoldDesk
2. How to Use AI for Sentiment Analysis in BoldDesk