topic Re: Auto-reply emails not threading to the original ticket in Tickets & Conversations

Auto-reply emails not threading to the original ticket

LouMussington — Mon, 18 Dec 2023 09:40:35 GMT

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.

Re: Auto-reply emails not threading to the original ticket

LouMussington — Mon, 18 Dec 2023 09:42:28 GMT

Snip of issue attached:

Re: Auto-reply emails not threading to the original ticket

PamCotton — Mon, 18 Dec 2023 19:24:31 GMT

Hello @LouMussington, thank you for posting in our Community!

Currently, when you forward an email, a new thread is initiated, which is typical email behavior overall.

If an automated out-of-office (OOO) response is triggered in response to the forwarded message, it doesn't get linked to the original message thread.

Additionally, numerous automated out-of-office emails tend to initiate a new thread. For instance, in Gmail, configuring an out-of-office message creates a new thread; the out-of-office message is not sent as a reply to the original email.

Your out-of-office emails might be initiating new threads.

To our top experts, @Jnix284, @HFisher7, @TomM2 any recommendations to @LouMussington?

Thank you,

Pam

Re: Auto-reply emails not threading to the original ticket

Jnix284 — Mon, 18 Dec 2023 20:24:36 GMT

@LouMussington this is a really tough one to solve because the situation and desired outcome is different for so many use cases.

Have you tried merging the tickets when you get an auto reply?

Re: Auto-reply emails not threading to the original ticket

LouMussington — Thu, 18 Jan 2024 11:18:34 GMT

Hi @Jnix284 ,

Many thanks for your reply. I can indeed merge the ticket but this is after the fact and due to high volumes this does not resolve the issue of knowing when there is a auto-reply from a email we have forwarded on to a internal staff member.

I was hoping their would be a solution that mimicks how outlook works so you can see the OOO pop up before you press send to an internal staff member would something like this exist?

Re: Auto-reply emails not threading to the original ticket

Jnix284 — Thu, 18 Jan 2024 19:31:04 GMT

Hi @LouMussington there isn't an OOO feature in HubSpot that I'm aware of, it might be worth adding to the Ideas discussion for the product team to review - you might search first, there are other ideas associated with Out of Office (like when support team members are on vacation, how workflows are handled, etc.) and I'm not sure if there's one for your specific request already (it's better to upvote and comment on an existing one than to add a similar/duplicate).