Is there a solution to this problem? Have created a support-ticket too for this.
when an agent comments on an existing ticket and the requester has configured an “out-of-office” message. This message creates a new ticket. - creates a huge inconvenience, because when closed, the customer is confused as the issue is still “open” and when they reply, this unnecessary new-ticket is re-opened!! causing more confusion.
Expected behaviour: The reply be sent in the same existing ticket and not a new one.
Best answer by sanofar.allahpichaiView original