How do I install and activate the Thank You GPT app?

  1. In the Zendesk Marketplace, click the Install button on the top right.

  2. After installation, you'll see the Thank You app icon on the Navigation Bar to your left in Zendesk Support.

  3. Click the icon and simply sign up. That’s it – you're connected!

How can I check which tickets were solved by the app?

  1. Go to the Zendesk Admin Center.

  2. Navigate to "Objects and Rules" → "Tags".

  3. Search for the tag: solved_by_thankyou_app.

Optional: How can I create a test ticket?

  1. Send a ticket to your support email (not from an agent address).

  2. Reply to the ticket with any kind of thank-you message.

  3. The app will automatically solve the ticket and add an internal note:

"Woohoo! This ticket was resolved because of a Thank You message from the user. Solved by the Thank You GPT App and powered by Adelante."

What features are included in the app?

1. Friendly Responder

You can set up automatic replies to thank you messages using the Friendly Responder feature in your dashboard.

2. Promoters

If a customer sends a truly heartwarming thank-you message, the app automatically tags the ticket as promoters_by_thankyou_app so you can spot your happiest users.

3. Smart Reviews

Smart Reviews lets you send a follow-up message to delighted customers, asking them to rate your product or service. You can edit and enable this feature directly from the app dashboard.

4. Wall of Love

The Wall of Love is a live feed inside the app that shows all the excited, heartfelt thank-you messages from your customers. It’s a great way to celebrate positive feedback and share customer love with your team! The wall of love is available on the Pro and Enterprise plans.

Can I exclude specific groups from the app?

Yes. You can exclude any Zendesk groups in your app settings.

Can I control which ticket statuses the app runs on?

Absolutely. By default, the app only runs on tickets marked as Solved. In your dashboard, you can use toggles to also enable the app for tickets in Closed and/or Pending status.

I noticed a “thank you” ticket that wasn’t solved by the app. Why?

The app is designed to prioritize accuracy. Here are common reasons a thank-you might not trigger a resolution - all of which are customizable:

  • Attachments: The app may skip messages with attachments depending on your settings.

  • Ticket Status: If the ticket is in Pending or Closed and the app is toggled off for that status, it won’t trigger.

  • High Accuracy Mode: When the “Read Last Agent Message” setting is enabled, the app checks the agent’s last message before the customer’s thank-you to make sure it wasn’t asking for something important. This makes the app more cautious and precise, solving only when it’s clear the conversation is truly finished.

Can the app be used in a HIPAA-compliant organizations?

Yes — when you're on the Enterprise plan, the app meets HIPAA compliance requirements as part of its built-in security and data protection standards.

Can the app be used in GDPR-compliant organizations?

Yes — when you're on the Enterprise plan, the app meets GDPR compliance requirements as part of its built-in security and data protection standards.

Cheers,
The Thank You GPT app team