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OoO autoreplay from Outlook to FreshService tickets

  • July 2, 2026
  • 1 reply
  • 18 views
Ioana.br
Apprentice

It is possible to have the OoO Autoreply emails logged on the tickets in case the requestor is out and we as agents sent an email waiting for his response?

 

If yes what are the condition to work ?

we received this response and not sure if do we have the possibility to make it work: 

  "This is not possible and is out of scope. Out of office emails from Outlook don't respect the subject of the email they fire in response to. Freshservice will only add replies to a ticket where the subject is in the required format. For example, an email sent to a user who is OOO, with a subject of "Test", will send the OOO with "Automatic Reply: Test", which means the subject isn't respected and Freshservice cannot match this to the ticket. This is an issue caused by how Exchange/Outlook function."

 

Is this working for anybody here?

 

Thank you !!

Best answer by S Prakash

Hi Ioana,

Out-of-Office (OOO) emails from Requesters are considered separate emails and have no direct connection to the original ticket with respect to how the email appending logic works in Freshservice.

When an incoming email is received, Freshservice checks various identifiers, such as the ticket ID in the subject line, Message-ID, References, and other relevant email headers, to determine whether the email is a reply to an existing ticket thread.

If the required ticket ID or other identifiers do not match the existing conversation, Freshservice will not be able to associate the email with the original ticket and will instead process it as a new ticket in the instance.

Therefore, if the OOO response generated by Outlook/Exchange modifies the subject or does not retain the required identifiers, the OOO email cannot be appended to the original ticket.

Thank you!

1 reply

S Prakash
Community Manager
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  • S PrakashCommunity Manager
  • Community Manager
  • Answer
  • September 21, 2026

Hi Ioana,

Out-of-Office (OOO) emails from Requesters are considered separate emails and have no direct connection to the original ticket with respect to how the email appending logic works in Freshservice.

When an incoming email is received, Freshservice checks various identifiers, such as the ticket ID in the subject line, Message-ID, References, and other relevant email headers, to determine whether the email is a reply to an existing ticket thread.

If the required ticket ID or other identifiers do not match the existing conversation, Freshservice will not be able to associate the email with the original ticket and will instead process it as a new ticket in the instance.

Therefore, if the OOO response generated by Outlook/Exchange modifies the subject or does not retain the required identifiers, the OOO email cannot be appended to the original ticket.

Thank you!

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