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Why aren't out-of-office replies appearing in the suspended ticket queue?



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Sean Cusick

Zendesk Product Manager

Edited May 17, 2024


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3 comments

We would like out-of-office replies to show in Zendesk incidents. They are worthwhile for agents to be aware of. We have had a customer who was unhappy about a follow up email, as they had an out-of-office reply turned on when the original email was sent to them from Zendesk. The agent was unaware of the out-of-office reply, as it had been suppressed. Is there any way to configure Zendesk to set the X-Auto-Response-Suppress header value to None?

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From the sounds of this post, out of office responses are becoming less of an issue. Then why have the policy basically search for the phrase "out of office"? Trying to understand the idea behind a basic filter of a phrase if the filter isn't even 100% effective? 

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Hi,

 

I'm going to add to this here to see if it gets any traction.  We just started using Zendesk and this became an issue on day 2 when a user sent an email with out of office in the subject.  The request was to set up the OOO message for another user.

 

Does anyone have any workaround?  Zendesk's response to me equates to us having to tell our users to not use OOO in an email sent to us.  

 

The fact that it isn't even doing a great job at filtering message out makes this an even sillier issue to deal with:)

 

Thanks,

Santiago

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