Out-of-office Auto-reply from customer gets created as a new Ticket instead of being attached to the existing one.
Is there a solution to this problem? Have created a support-ticket too for this.
Problem:
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.
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Hi Nirupama,
Greetings!
This can be easily fixed by adding the ticket ID placeholder in the below format to all the requester email notifications and the agent reply template. The out-of-office email from requesters in response to the automatic notifications sent from Freshservice will then get appended to the existing ticket itself based on the ticket ID in the subject line instead of getting created as a new ticket.
Navigate to Admin - Email Notifications and add the placeholder as shown here: o#{{ticket.id}}]
Please try and let us know if you have any questions. Cheers!
Warm Regards, Sanofar Team Freshservice
Thanks a lot, Sanofar. Have done this configuration. If at all any questions come up I will let you know. But I think so far it has been working quite smooth. Thanks again for your support!
I too am having this issue. We have the already have the ticket id on all emails coming from Freshdesk but we still have to wade through the auto reply tickets.
As you can see in the screenshot, ticket 2327 was created for 2310.
My organization is also affected by this.
Setting the ticket Id in the subject does not seem to affect any auto-reply starting with “Out of Office Re:”.
Originally we wanted to keep any mail delivery failure messages (to the requester’s email, which in our case is blocking all incoming messages) in the same ticket.
Anyway, as far as I can tell, this is not actually solved.
When not fixed this issue is more insidious than it appears at first glance - when a new auto reply ticket gets created, future customer responses can get attached to the wrong ticket, leaving the agent completely unaware while an issue is escalating.
Recommend updating FreshDesk’s default configuration for all customers to include this update rather than allowing each customer to learn this the hard way.
Having same issues as above. Not solved for Freshdesk
I don’t know why they have marked this as resolved, we’ve had no luck with any of the described solutions.
I understand your frustration. This issue can indeed cause confusion for both agents and customers. Hopefully, your support ticket will lead to a resolution soon.
We got around this which covers most scenarios by the following.
In our Agent Reply Template we have the Ticket Number plus we have the words ‘Ticket Updated!’
We then added the below automation for Ticket Creation
(I know we could have kept this on one line but we were testing different scenarios)
The action was to mark it as spam.
We work assisting a PMS system, and get a lot of tickets stating the user is out of office, someone needs to be replaced etc and we did not want to miss those kind of tickets so adding ‘Ticket Updated!’ ensured that only out of office emails that are being created off the back of an existing ticket where there have been updates made will fall into this scenario.
Seems to be working well with the odd exception
Its annoying that FD does not see them as automatic responses either
