@ms-fosse: Natively there is no option to hide the Auto-replies threading to the ticket. For more clarity, can you paste the screenshot of the Ticket details page where the auto-replies is getting threaded.

Hi Vinoth,

Thanks for getting back. I’m not sure a screenshot would help - we did have Freshdesk showing tickets and responses without any autoresponder content. Now we see the autoresponders - it’s gone backwards because the autoresponses aren’t useful to agents. Do you know how we can turn them off in the agent view?

Thanks

Mat

good!!

I’m fully agree. Is not usefull to see all the autoresponses at the ticket view.

@ms-fosse A new update now includes emails sent through automation rules in the conversation thread, as many customers have requested for it as it provides context and improves follow-up.

However, as mentioned by @vinothkumar.manoharan, there is currently no built-in option to disable this feature. If you want to request for the option to turn it on/off, please share your suggestion on our Ideas forum for our Product team to consider.

@ms-fosse , did you raise it in the Ideas forum? I would very much like to second it as those emails sent through automation rules add more manual work to my agents.

Just added it - link

I wholeheartedly agree. It's not beneficial to have all the autoresponses cluttering the ticket view.