Trigger Conditions
Thank You Auto-Solve uses a Zendesk trigger to detect when tickets should be analyzed. Understanding these conditions helps you know exactly when the app will activate.
When Tickets Are Processed
A ticket is sent to our AI for classification when ALL of the following conditions are met:
| Condition | Description |
|---|---|
| Status changed TO Open | The ticket's current status is Open |
| Previous status was Solved | The ticket was Solved before this update |
| Ticket was updated | Not a new ticket creation |
| Comment is public | Only public replies trigger processing |
| Commenter is an end-user | Agent replies don't trigger processing |
No thankyou_autosolved tag | Prevents processing already-handled tickets |
Why These Conditions?
Status Changed TO Open + Was Solved
This combination specifically targets reopened tickets. A solved ticket that receives a customer reply automatically changes to Open status, which fires our trigger.
Comment is Public
Private/internal notes from agents don't indicate a customer reply, so we only process public comments.
Commenter is End-User
When an agent replies to a solved ticket, we don't want to analyze it as a potential thank-you. Only customer (end-user) comments are processed.
No thankyou_autosolved Tag
This prevents infinite loops. Once a ticket is auto-solved and tagged, it won't be processed again even if reopened.
Viewing the Trigger
You can view (but should not modify) the auto-created trigger:
- Go to Admin Center
- Navigate to Objects and rules → Business rules → Triggers
- Find "Thank You Auto-Solve Trigger"
Modifying or disabling this trigger will break the app's functionality. If you need to pause the app, use the Disconnect feature instead.
Example Scenarios
✅ Will Be Processed
Customer replies "Thanks so much, that fixed my issue!" on a solved ticket
- Status: Solved → Open ✓
- Public comment ✓
- End-user comment ✓
- No tag ✓
❌ Will NOT Be Processed
Agent adds internal note "Following up next week" on solved ticket
- Status remains Solved (no webhook sent)
- Comment is internal, not public
Customer replies "Thanks!" on an open (not solved) ticket
- Status: Open → Open (was not previously Solved)
- Trigger condition not met
Customer sends "Thanks but I have another question" on previously auto-solved ticket
- Has
thankyou_autosolvedtag - Ticket stays open for human review