service manager "Pending Customer" - Automatically comes off hold if a user is Out Of Office

[NPAT]

Hi - We have recently turned on the functionality for a ticket to come off hold if a user replies to a ticket when on hold "pending customer". 

We have noticed that if a user is out of office, their out of office reply will trigger as a response and the ticket will then come off hold. 

Is there any way we can resolve this issue?

[Steve Giller]

Create an Auto Responder Rule with a higher priority than the Update Request rule and this will catch the Out Of Office replies before they're processed.

 

[NPAT]

@Steve Giller Will this mean that on all tickets the out of office message won't show? It's useful to see if the customer is out of office.

[Steve Giller]

@NPAT That depends on how you configure the rule, and whether it catches all messages or just ones with specific content.
The rule can also specify what happens to the email once it's been caught so you could divert it to the inbox, or any other folder, to be manually processed as appropriate.

[samwoo]

This has been asked before a few times over the years (if I recall), but it would be good to have an option in the email routing rules, to not trigger a status update on the ticket.

This way if we disable this option in the "Out of Office" routing rule, it won't update the status of the ticket, but still include the user's out of office message.