Filter Ticket "Auto-Reply" Emails to Customer?

Hi, we just set up LiveChat on Monday and have gotten some great results. One thing we noticed is that when we open a ticket, if the ticket is assigned to an “out-of-office” agent, when they get the new ticket email notification, their auto-reply is triggered, the email gets added to the ticket, and the customer receives an update.

Is the only way to stop this to not automatically email the customer but to manually send updates? Perhaps there could be a way to add some sort of filter to the ticketing system, such as “if subject contains autoreply” so the ticket will not get cluttered with auto reply notifications?

I realize this is a specific case that wouldn’t apply to every company, but I believe having a customizable word filter to stop certain types of emails would be beneficial to many LiveChat users.

Thank you,

Deb

Hi @dapprille, happy you join the community :slight_smile:

You can unmark the notification about new tickets in the agent section when an agent is out of office: https://www.livechat.com/kb/support-tickets-in-livechat/

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Thank you so much! :slightly_smiling_face:

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