Auto-Responder-Message don't reopen tickets

Technical assistance
1

Infos:

  • Used Zammad version: 6.5.0-1744879538.cc77c631.noble
  • Microsoft 365-Graph connected mailboxes

Expected behavior:

  • If a agent close a ticket with a reply in the ticket, the ticket will be closed and the customer with the reply informed. If the customer has a auto reply set in his eMail-Client, this auto reply should be parsed from the ticket system and should re-open the ticket.

Actual behavior:

  • The auto-reply is recived by the ticket-system and appended to the ticket, but the status “closed” is not set to “open”.
  • If a User responds with a normal eMail to the ticket-answer, the tickets gets re-opened as expected

Checked Things

I’m not sure, why this is happening.

  • In the Group-Config, “Follow-Up possible” is set to “yes”
  • Under Channels → Email → Filter, we had a rule “ignore ‘auto reply’” that we disabled
  • Under Channels → Email → Settings → Block Notifications, we use the default rule that should not match to an Outlook-Auto-Reply: (mailer-daemon|postmaster|abuse|root|noreply|noreply.+?|no-reply|no-reply.+?)@.+?

Could you have an idea, why the auto-reply from a customer don’t re-open a closed ticket?
We need this feature; some agents communicate with external people for things like invoices and offers. If they send a invoice as a reply to a request and set the ticket to “close”, and the customer is not available (and sends a auto reply), the agents maybe don’t get this information, because the ticket is still closed/green.

Thanks in advance,
Bastian

3

You really want tickets to reopen based on a automated response like out of office message…?
I personally wouldn’t. But I also hate these messages in general, because I’m the kind of person that doesn’t have holiday when the majority of persons has and thus is annoyed by the storm it causes.

Back to topic:
This is working as designed, as far as I’m aware, you cannot change the behavior. Possibly with a postmaster filter. If you really must.

4

Hello @MrGeneration,

yes, i wan’t these auto replies to re-open a ticket: If a agent sends, for example, a invoice to a external customer, and the customer is out-of-office for 4 weeks, we would contact another person to manage the invoice. If the ticket gets closed and not re-opened when the auto-reply is received by the ticket system, this info can get overlooked.

I don’t understand, on which point Zammad “ignores” these auto-replies. The auto-reply is appended to the ticket and is send with the eMail-Adress of the customer (not postmaster@ or something else), but the ticket is not re-opened. If i send a normal Mail from my eMail-Adress to the ticket system, the ticket gets re-opened.

This is a screenshot of the auto reply (“Automatische Antwort” or “Auto Antwort”):

image
image862×525 32.3 KB

Maybe, there’s a attribute in the eMail-Header, which declares the Mail as “auto reply message”, which Zammad leads to not re-open the ticket?