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Automatic/OOO Replies from customer

  • April 5, 2023
  • 2 replies
  • 280 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?

      2 replies

      aravind.sundararajan
      Skilled 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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