Prevent automatic replies from creating tickets
Posted Dec 05, 2024
Currently, automatic email responses are sent to the Suspended ticket queue; instead of having to clean that up every day, it would be great if there was a feature to prevent the email from creating a ticket in the first place. The system already detects the emails as an automatic response so it doesn't sound like this be hard to implement.
We currently have a system sending out email notifications for trainings, evaluations, etc. We moved support for that system into Zendesk. When a user is out of the office, their automatic reply comes back, it creates a suspended ticket. It can be problematic for larger companies to filter through those tickets, especially if there are hundreds or thousands of employees.
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2 comments
Scott Tynan
This needs to be optional as we rely on autoreplies to notify us of when email addresses are no longer being monitored (when people change jobs) or no longer exist. We use these as a proactive way of ensuring our contacts are kept up to date.
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Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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