Stop ticket creation by automated replies

[Travis Clapp]

We often receive email replies with automated vacation emails.

How can we stop these creating tickets please?

[Priyesh Shrivastava]

Can you share what steps you took to solve this issue?

[Travis Clapp]

Ot was never resolved actually 

• Such a pain.

@Jack Brickey 

[Travis Clapp]

Can you please advise and check all is now set up correctly?

Reply from our dev:

I think his message doesn't help
The reason why it creates a new ticket is that because the user is auto-replying to an email sent from support@primepractice.com.au - mainly notification from the engine.

It's only slightly annoying and ticket can be closed directly
It will be great if SD has auto detection like zendesk does. Zendesk never creates tickets from OOO replies.

[Travis Clapp]

Disregard this note: I think I have fixed this now...

[Jack Brickey]

the question I have is why is a new issue being created? I assume the scenario is the following:

1. customer A sends email to report an issue 
2. issue created and “A” notified
3. Customer A goes on vacation and has turned on OOO notification 
4. Agent B updates the issue resulting in notification to “A”. This notification should have the issue ID and necessary email header footprint to associate with the current issue
5. Customer “A’s” OOO rule sends back reply

what should happen is that JSD adds the “I am out of the office...” email body response as a comment not create a new ticket. Assuming the above is correct I think we need to figure out why a new ticket vs. comment.

if Customer A send a reply while in the office does a comment get added or new ticket?

[Jack Brickey]

@Travis Clapp , So it seems you have fixed the issue? Can you please indicate what you found and how you fixed? BTW, when replying to a thread pleas use the “reply” button not the “answer” button unless your response is in fact intended to be an answer.

[Travis Clapp]

Reply from our dev:

I think his message doesn't help
The reason why it creates a new ticket is that because the user is auto-replying to an email sent from support@primepractice.com.au - mainly notification from the engine.

It's only slightly annoying and ticket can be closed directly
It will be great if SD has auto detection like zendesk does. Zendesk never creates tickets from OOO replies.

[Travis Clapp]

@Jack Brickey it's not quite fixed as you can see from our dev's reply...

As it wasn't ready 'out of the box' I googled a kind of solution: I created an automation to handle emails sent as replies to a closed ticket, to append to the existing and not create a new one.

However, I am unsure if that has resolved it for auto-reply messages.

Can you please test and confirm either way?

Thanks!

Thoughts on this? "It will be great if SD has auto detection like zendesk does. Zendesk never creates tickets from OOO replies."

[Jack Brickey]

I don’t quite understand. The way it is supposed to work is that if a reply is sent to a SD notification email the it should be simply adding a comment to the existing ticket not creating a new ticket. Are you saying that a ‘manual’ reply made by a person adds a comment but an automated reply creates a new ticket? 

[Travis Clapp]

Here is an example https://webdesigncafe.atlassian.net/browse/PSD-117

Attached - how do we stop OOO emails creating new tickets like this?

[Travis Clapp]

@Jack Brickey