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Getting Started

Welcome to Thank You Auto-Solve — the AI-powered Zendesk app that automatically handles "thank you" tickets so your agents can focus on real issues.

The Problem​

When a customer replies "Thanks, that worked!" on a solved ticket, Zendesk automatically reopens it. This creates unnecessary work for your support team:

  • Wasted time: Agents manually re-solve dozens of thank-you tickets daily
  • Queue clutter: Important tickets get buried under appreciative replies
  • Metrics skew: Ticket counts and resolution times become inaccurate

The Solution​

Thank You Auto-Solve uses GPT to intelligently detect thank-you messages and automatically set tickets back to Solved — instantly, 24/7, with full audit trail.

Quick Start​

1. Install the App​

Find Thank You Auto-Solve (GPT) in the Zendesk Marketplace and install it to your account.

2. Connect Your Account​

  1. Go to your Zendesk Admin panel
  2. Navigate to Apps → Manage
  3. Click on Thank You Auto-Solve (GPT) in the nav bar
  4. Click Connect Zendesk
  5. Authorize the app when prompted

3. Done!​

That's it! The app automatically creates:

  • A webhook to receive ticket events
  • A trigger to fire on reopened tickets

No manual configuration needed.

How It Works​

┌─────────────────┐     ┌──────────────────┐     ┌─────────────────┐
│  Zendesk App    │────▶│ Cloudflare Worker│────▶│   OpenAI API    │
│  (ZAF iframe)   │◀────│   (Backend)      │◀────│  (GPT-4 mini)   │
└─────────────────┘     └──────────────────┘     └─────────────────┘
        │                        │
        │                        ▼
        │               ┌──────────────────┐
        │               │   Cloudflare KV  │
        │               │   (Token Store)  │
        │               └──────────────────┘
        │                        │
        ▼                        ▼
┌─────────────────────────────────────────┐
│              Zendesk APIs               │
│  (OAuth, Triggers, Webhooks, Tickets)   │
└─────────────────────────────────────────┘
  1. Customer sends a thank-you message on a solved ticket
  2. Ticket status changes from Solved → Open
  3. Zendesk trigger fires and sends webhook to our backend
  4. GPT classifies the message to determine if it's a thank-you
  5. If confidence ≥ 80%, the ticket is automatically set back to Solved
  6. Audit trail added: private internal note + custom tag

What's Next?​