There is a beneficial feature in Freshdesk called “Detect automated replies.” It is a part of the Advanced email settings. It could be highly feasible, at least at first sight.
The feature brief description states:
“If yes, automatically identify automated replies in the ticket and do not consider them as customer responses.”
“Brilliant! That’s exactly what we needed!” you may think. But then you realize that the only purpose of this setting is to have the ability to update the existing automation so that the automated replies won’t reopen the tickets. But the “Customer responded” tag will be assigned to the ticket, and that is by design.
In other words, with this feature enabled, the ticket's automated replies will be considered customer responses, making the rule almost useless.
I suggest making the mentioned feature viable OR changing its description.
