How to Set FD to NOT Create a Ticket for Vacation Responders

Created by Lynn Shoop, Modified on Wed, Mar 4 at 12:35 PM by Lynn Shoop

NOTE: this is not necessary if your 'create new ticket for each customer response' field is toggled 'off' in the Advanced Email Settings module.

To get there, Admin>Email>Advanced Settings

Scroll down to this item and toggle off

Alternative Instructions that have not been tested:

1. Log in to your Freshdesk account with admin access.

2. Go to the Admin section and select Workflows.

3. Click on Automations and choose Ticket Updates.

4. Create a new automation rule with the following conditions and actions:

- Event: When an email is received.

- Condition: If the email contains standard auto-reply text or is from a known automatic responder.

- Action: Automatically close the ticket or mark it as spam.

This setup will help in automatically detecting and closing tickets created by vacation responders.

For detailed instructions and examples, you can refer to the following sources:

- Automation FAQs

If you need further assistance, please provide examples of automatic reply emails you receive, including those in other languages, specific keywords or phrases that indicate an automatic reply, and your current ticketing system details to your support team or system administrator.