New Idea

OOO auto reply - 'Customer responded' State

Related products:Freshdesk

Forum|Forum|1 year ago
October 21, 2024
2 replies
37 views

S

+6

Sarika
Contributor

The OOO auto reply check in automation rule works as intended. The ticket status doesn’t get changed to Open.

However the state field shows ‘Customer responded’. As it’s an email from customer, the state will be shown but updating the state doesn’t help the agents. The reply is not what agents have to follow so improvement is appreciated

+7

madhusingh0906
Community Manager
Forum|Forum|1 year ago
October 21, 2024

Hi @Sarika

Greetings From Freshworks Community

Looks like you have set up an automation for the OOO response to perform certain actions on the ticket and the same works as expected. Along with this you would also like to have the status of the ticket as well to change from the current status to open. Could you confirm if the same is added is added as a condition in the automation ? Below is a sample screenshot on how this needs to be added in the automation along with other conditions.

If this has already been done, please help us with a full page screenshot of the automation rule and a full page screenshot of the show activities of the ticket where the status was not changed. Please feel free to drop an email with the requested information to support@freshdesk.com and we would be able to have this checked further for you.

Have a Good day and Great Week Ahead :)

Madhu, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)