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Questions will ask the customer for information when appropriate. Thankful will save the customer’s answer in the provided memory.

Thankful is smart enough to know when the information it’s about to ask has already been provided. In these cases, Thankful will automatically skip this step and not ask the user the question. To override this default behavior, which is rarely needed, you may check the “Always Ask” checkbox.

When Thankful asks a question of the user, it will set the ticket in the helpdesk to Pending automatically. When the user writes back in, the helpdesk will reopen the ticket, at which point Thankful will re-engage and continue the flow as appropriate.

To help Thankful understand what it should look for, you’ll set the Answer Type for the question step. The following answer types are available:

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