Configuration

Thank You Auto-Solve is designed to work out of the box with sensible defaults. However, you can customize its behavior to match your workflow.

Accessing Settings

1. Open Zendesk Support
2. Click on Thank You Auto-Solve (GPT) in the nav bar (left sidebar)
3. Click the Settings tab

Auto-Reply Messages

By default, tickets are solved silently with only a private internal note. You can optionally send a public reply to acknowledge the customer's message.

Enabling Auto-Reply

1. Go to Settings in the app
2. Toggle Enable Auto-Reply to ON
3. Customize your message (optional)
4. Click Save Settings

Default Message

If enabled without customization, the default auto-reply is:

"You're welcome! I'm glad I could help. If you have any other questions in the future, don't hesitate to reach out. Have a great day!"

Custom Messages

Write your own reply that matches your brand voice. The message will be sent as a public comment before the ticket is solved.

Tips for good auto-replies:

• Keep it short and friendly
• Match your existing support tone
• Avoid being overly formal or robotic

Private Notes

Every auto-solved ticket receives a private internal note for audit purposes. This cannot be disabled.

Example note:

"This ticket was automatically solved by Thank You Auto-Solve. The customer's message was classified as a thank-you/appreciation message with no new issue detected. Classification confidence: 95%"

Tags

Auto-solved tickets are tagged with thankyou_autosolved. This tag:

• Prevents the same ticket from being processed again
• Enables easy filtering and reporting
• Cannot be disabled or changed

Classification Threshold

The confidence threshold is set to 80% by default. This means:

• Messages with ≥80% confidence are auto-solved
• Messages below 80% are left open for human review

This threshold is optimized for accuracy and is not currently user-configurable.