Out Of Office Notifications Recorded In Ticket

Posted Aug 21, 2018

I inquired about the following and was advised by support to submit product feedback for enhancement consideration.

Is there a way for out of office email responses (auto-replies) to be recorded within a Zendesk ticket as a comment? The Out of Office app requires agents to set themselves as out of office within Zendesk which doesn't work for us. We simply want to capture the out of office auto-reply email (Gmail) within the ticket so that the agent who sent it can be notified in the ticket instead of monitoring email separately and assign it to someone else.

Support felt there that there would be value in a feature to keep agents in the loop of Out of Office notifications sent through external email.

36 comments

Date

Daniel Longwing

Mar 26, 2024

We regularly get tickets ABOUT out-of-office issues that wind up Suspended rather than arriving in the queue. To make matters worse, if we recover those tickets and respond, the user's replies ALSO get suspended (despite the fact that we recovered the ticket).

Please just give us the ability to switch this filter off. It's causing issues with our SLAs.

Carsten Falborg

Mar 27, 2024

Hi Daniel

Even though this is not native Zendesk I think this could solve your challenge: https://www.zendesk.com/marketplace/apps/support/206405/shredder/

Muriel

Apr 17, 2024

Hello everyone, I'm also affected by this problem. All requests for help to our central services are made via side conversations (these are not light agents). We don't know whether the people are present or not and who their back up is (info specified in the absence message). We therefore have to open our emails to check before sending our request for help. This problem considerably slows down the work of the agents and clearly alters the benefits that using the tool is supposed to bring us. I hope that this problem will be resolved quickly, as it is likely to hamper the development of the tool in our company. Thanks