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Question

Automatic/OOO Replies from customer

  • April 5, 2023
  • 2 replies
  • 206 views
A
Active Contributor
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Has anyone ran into the issue where, when you respond to a ticket and the customer is OOO - you get the notification which in turn creates a new ticket.

If so, how did you solve the issue by automation to remove the “false” new ticket created?

    C

    2 replies

    aravind.sundararajan
    Freshworks Product Expert
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    Hello @ArnoldG,

    You can set up automation rule to check for specific keywords on new tickets. Here’s an example of an automation (Ticket creation) you can set up:

     

    Cheers!

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    B
    Community Debut
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    • barun.poddar
    • Community Debut
    • April 5, 2023

    Hi @ArnoldG 

     

    In addition to what @aravind.sundararajan has suggested, you can also navigate to Admin>Email>Advanced settings>Turn on ‘Detect automated replies’ . This will automatically identify automated replies in the ticket and do not consider them as customer responses.

     

    Feel free to drop a note here incase of further assistance :)

     

    Cheers,
    Barun

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