Thank You AI GPT vs Auto Assignment Unassigned

Stop wasting valuable agent time on "Thank You" tickets! You know those "thank you" messages customers send after a ticket is solved? As nice as they may be, they reopen your Zendesk tickets, waste your agents’ time and skew your reporting! They create queues and hurt your team's performance. Simple automated rules don’t take into account the context and risk closing tickets that still need agent attention. There's no built-in Zendesk solution to identify whether a reply requires further action. All of this means support managers need a solution. Introducing the Thank You app If a previously solved ticket is reopened by a "thank you" message without any additional request, the Thank You app resolves the ticket before it returns to the agents’ queue. This helps reduce your ticket backlog, allowing you to focus on more important tasks. AI that understands the context and can accurately close tickets that are just a Thank You. In the past, we had to rely on simple keywords and rules, but not in 2025. Our app relies on accurate AI to understand even the most complex messages and handles all types of customer messages. Here's how the app handles different customer messages: Key Benefits Massive Time & Cost Savings: Drastically cut manual work and ticket resolution time. This app is extremely efficient and cost-effective. Boost Agent Focus: Free your agents to focus on complex issues, not "thank yous". Your agents can prioritize interactions that truly need human attention. Reduce SLA Breaches: Reduce SLA breaches from unnecessarily reopened tickets. Protect your team's performance goals and ensure accurate reporting. This includes preventing "thank you" replies from affecting your SLA reporting metrics. Cleaner, Clutter-Free Inboxes: Eliminate unnecessary reopened tickets, keeping your queues organized, manageable, and clutter-free. How does it work? The app reviews your re-opened tickets. It uses AI to identify all the different ways customers say "thank you" in all languages. If a ticket contains only a "thank you" message, with no additional customer requests or questions, it gets solved automatically. Here’s what it looks like: The Thank You app can also help you improve your CSAT! Beyond closing tickets, the Thank You app identifies your most thankful and excited customers. You can create an automatic response that is only sent to that type of customers’ thank you messages, asking them to rate your agents and improve CSAT response rates and scores. And there’s even more! On top of auto-solving "thank you" tickets, you can also use: The Friendly Responder: Send a customized and friendly response to the customers who just thanked you. Smart Reviews: Identify highly satisfied customers so you can send them a review request. This is a great way to boost your CSAT, Trustpilot, G2, Apple App Store, and Google Play ratings. Wall of Love: Easily view the positive feedback your agents receive from customers in one consolidated view, no need to go ticket by ticket. How to get started? Download the app Activate your account You’re done! No tech setup required - the app runs in the background. Trusted by great teams The Thank You app is built by Adelante, a trusted Zendesk partner behind apps used by leading support teams worldwide. Our support is always here to help and quickly answer questions, ensuring you're successful from day one. Rock-Solid Security We take security seriously and built this app with enterprise-grade protections from day one. ✅ HIPAA and GDPR compliant ✅ ISO 27001, SOC 2 Type II certified ✅ Hosted on AWS for unmatched reliability ✅ Data encrypted in transit using TLS 1.2+ protocols ✅ Zero long-term storage: Ticket data is processed in real time and immediately deleted ✅ EU data residency options available to meet your compliance requirements FAQ How many tickets can the app handle? There is no limitation on the number of tickets that the app can process. It’s completely scalable! In the Unlimited Basic plan, there is a fair usage cap of 50,000 reopened tickets per month. How long does setup take? Less than 30 seconds! Just download the app and create your account, and it’ll start working automatically. No IT or engineering support needed. Is the price per Zendesk account or per agent? The price is per Zendesk account, no matter how many agents you have. How can I be sure that the app isn't closing tickets it shouldn't? The Thank You app uses advanced AI to accurately identify messages that contain only a "thank you". If there's any uncertainty, the app leaves the ticket open for your agents. Our internal tests and user feedback show that mistakes are extremely rare (less than 0.01 %). If you ever notice an error, just let us know, and we’ll fine-tune the AI for you. Can I exclude certain tickets from being processed by the Thank You app? Absolutely! You have full control over which tickets the app auto-solves when a “thank you” message arrives. You can exclude specific ticket groups and choose which ticket statuses the app monitors. I don’t want my customers to think I’m ignoring their thank you message! Can I still use this app? Definitely! You can turn on the Friendly Responder and set up a custom response that will be sent to all users who send you a thank-you message. Can you sign an NDA or DPA? Absolutely! Adelante regularly works with enterprise customers, and we're happy to sign any necessary documents (NDA, DPA, etc.) when you join our Enterprise plan. How do I justify the cost? Our statistics show that, out of your re-opened tickets, 50-70 % are "thank you" messages. Consider the time and effort saved by reducing repetitive tasks, along with the improved enthusiasm of your support team. How can we monitor which tickets are solved by the app? Tickets solved by the app are tagged with solved_by_thankyou_app. You can also view the app’s solved tickets on your dashboard. How do you keep our data secure? Data security is top of mind for us. Here’s how the Thank You app keeps your data secure: HIPAA and GDPR compliant. ISO 27001, SOC 2 Type II certified. We use Microsoft Azure OpenAI to analyze your "thank you" messages securely. Your messages are not used for training. After processing, your customer's data is immediately deleted, and no information is stored outside Zendesk. Built by Premier Zendesk Partners and connects to your Zendesk through a secured OAuth 2 integration. For any security concerns or to request an NDA or Enterprise security details, please contact us at [email protected]. Who are we? The Thank You app is powered by Adelante CX**, Premier Zendesk Partners. We have been creating integrations around Zendesk for the last six years and are a Premier Partner of Zendesk. Want to learn more? Schedule a call with us here. Want to learn more? Schedule a call with us here. Ready to save time and money? Sign up for a free trial now, or skip the trial with a 30-day money-back guarantee!

This app is one of our two live versions. This version assign tickets to staffs as soon as they open the ticket BUT only IF the ticket is unassigned (not assigned to any other staff). Whereas, the other version assign tickets to staffs as soon as they open the ticket even if it is assigned to any other staff (Both Assignment and Re-assignment). We have exempted Admins & Account Owner from this feature because a lot of times they have to audit tickets. We have also added a special feature which checks for any pre-assigned group on the ticket and assigns the ticket to the staff under that group itself (if the staff is part of that group). This app helps improve effeciency and TATs as admins can eventually privledge zendesk data to monitor how long staff takes to action tickets post assignment and also how many tickets are actioned by the staff. Currently there is no way for the admins to track if staffs open a ticket but do not action it as it is not recorded under events. The app also shows the assignment status in the right side app panel of the ticket. It mentions if the ticket is Already Assigned to the same user, Assignment skipped due to staff role, Assigned to staff successfully OR Assignment failed due to any error. It works perfectly fine in the play mode as well. Data disclosure This app accesses the currently viewed Zendesk ticket's ID, assignee, and group, along with the viewing agent's user ID, name, role, and group membership. It uses this information solely to determine and apply ticket assignment within Zendesk Support. The app does not transmit, store, or process Zendesk data outside Zendesk.