We have the following scenario that at the moment doesn’t work properly:
- Our customer (= requester) creates a ticket in our support portal
- A day later our agent sends a reply to the customer from within the ticket
- The customer is out of the office and has setup an automated out of the office reply in his outlook
- We expect the automated reply to show up in the ticket but it doesn’t
We have investigated this and freshservice seems to add a header to indicate that it doesn’t want out of the office emails as a response:
X-Auto-Response-Suppress: DR, RN, OOF, AutoReply
According to FS support, this is designed to prevent some kind of looping. This should be looked at once more, as not knowing that your customer is out of the office (and thus may no reply for a few days/weeks) is very annoying.
