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Ticket Watchers' Out of Office Auto-Reply adds Public Note to Tickets


We recently set up a dispatcher rule to add our entire agent team as a watcher to any ticket that comes in with "Urgent" as the priority so that the ticket won't go unnoticed if a the agent it is assigned to (we use the round-robin functionality) is away from their desk when it comes in. 

In cases where one of us is out of the office, the auto-reply emails will be added as a public note to the ticket and tend to confuse our requesters. In some cases, it has even re-opened a ticket, and we don't want this happening. 

As I understand it, the system should be suppressing auto-replies for when the requester or the agent assigned has their out of office on, but it doesn't seem that it is being suppressed for watchers, and this is an issue.



1 Comment

Hi Jess,

Thank you for bringing this up.

Will test this use case and get back to you as early as possible.

Please give me some time.



Freshservice  -  Freshdesk Technologies

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