We're rolling out the auto-response detector in the last week of March 2021. You can expect to see it in your account in April. 

Whenever a customer writes back to you, the ticket is reopened and brought to your attention. This is done using a default automation rule that's called " Automatically reopen tickets when the customer responds" 

If you want to make sure automated responses from customers ( eg: I'm out of office)  don't reopen the ticket, you can modify the default automation to exclude them.

The following are considered auto-responses- Vacation responders from Gmail, and Outlook, automatic replies/system notifications/email notifications from other ticketing systems, and any email that has the automatic responder header. 

These are the headers based on Freshdesk identifying an automatic response

Auto-Submitted: auto-

Precedence: auto_reply

How to get set it up 

  • Navigate to Admin > Workflows > Automations > Ticket updates tab and open the rule: 'Automatically reopen tickets when the customer responds'.
  • Include the condition " In tickets, if  incoming email is Not an automated response

This automation will ensure that tickets that received automated responses aren't reopened. 

If you want to keep tabs on tickets that receive an automated response, all you'll have to do is create an automation rule that checks whether an incoming email is an automated response. You can choose to have a tag added or notify the assigned agent.