Hi,
I had to disable the auto spamming of out of offices that occurs when we forward a ticket to a internal staff members so that we are aware when they are out of office.
Frustratingly although we now receive the automated reply instead of it threading the the ticket we forwarded it from it generates a brand new ticket.
This ultimately means if we forward a query on unless we check all new tickets we still won't know if the staff member is out of office.
Is there no way for the automated reply to thread to the ticket/conversations instead of creating its own new ticket?
The team are working on too many tickets per day to be able to manually check the inbox or view to see if an automated reply has been generated.