Any tips on how to best deal with out-of-office notices?

JuVDC

We're facing the issue that out-of-office messages are often creating new tickets.... I think it's those that send a separate message and slightly modify the email subject such as "[out of office] ....".

Anyone has any tips on how to best deal with these? I assume I could set up some filters that reject messages that "out of office" in the subject, but I am afraid it might not be very stable...

Any thoughts?

KevinTheJedi

JuVDC

Unfortunately that’s all you can really do. If you are using a status that doesn’t allow reopen and they send an OOF reply then it will create a new ticket. Also, this can happen if their email is not adding references header in the OOF reply.

Cheers.

JuVDC

KevinTheJedi yeah exactly... those are my issues..

KevinTheJedi

JuVDC

Then yea there is not much you can do unless you filter this at the mailbox level or via a Ticket Filter that tries to match on certain criteria.

Cheers.

JuVDC

If anyone has put in place some ticket filters to block out-of-offices and other automated replies using some of the most common behaviors, I am interested!

ntozier

Are you running Outlook/Exchange?

You could google something like "does outlook out of office add any headers"
one of the results I got was
https://learn.microsoft.com/en-us/answers/questions/674860/identify-auto-generated-emails-from-headers