Feature Request: AI - Auto-Resolve Tickets When Customers Confirm Resolution
Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue [ex. agents, admins, customers, etc.] (2-3 sentences)
I would like to request the ability for Pro Tiers with Email AI to automatically resolve Zendesk tickets when a customer confirms their issue has been resolved, either through a written response or by clicking a confirmation button within the email. This would primarily benefit agents and administrators by reducing manual ticket management, while also providing customers with a simple way to confirm resolution. Notably, a similar capability was available in AI Essentials, so, surprisingly, it is not currently available.
What problem do you see this solving? (1-2 sentences)
Many tickets remain open even after customers confirm their issue has been resolved, requiring agents to manually review and close them. Automating this process would reduce unnecessary administrative work and improve ticket lifecycle management.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
While this has not yet occurred in our current workflow, we identified this gap while setting up Email AI and anticipate it becoming a recurring issue. As we scale usage, customers will inevitably confirm resolution via email, but tickets will remain open until an agent manually updates their status. This will create additional work for agents who must monitor resolved conversations solely to close tickets.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
Currently, agents must manually identify customer confirmations and update ticket statuses themselves. While effective, this adds unnecessary manual effort and does not scale efficiently.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Pro tiers with Email AI should automatically detect clear customer confirmations that an issue has been resolved and update the ticket status to Resolved. Alternatively, or in addition, customers could be provided with a "Confirm Resolution" button in email communications that automatically resolves the ticket when selected.