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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?

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!

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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