Have Agent recognize when someone tries to reopen a ticket and not respond
Autopilot
Merged in a post:
Suppress Out of Office and Left the Company Auto-Replies in Assistive Triage
G
Gareth Watkins
Request for Thread to add a feature in Assistive Triage that automatically detects and ignores out-of-office (OOO) and 'left the company' auto-reply emails. This would prevent the triage agent from responding to these messages or updating tickets based on them, ensuring cleaner ticket handling and avoiding confusion for clients.
R
Ricky Balmaceda
Merged in a post:
Magic AI Triage Rule Enhancement for Closed Ticket Email Responses
M
Mark Marquez
Enhance the Magic AI Triage system to allow users to create rules that prevent further responses to specific closed ticket email replies. This includes ignoring replies containing phrases such as "out of office" or "Thanks", commonly included in auto-replies or acknowledgments.
Use Case: When a customer sends a reply to a closed ticket email, the system should recognize certain keywords or patterns in the subject or content. The system should automatically suppress responses if keywords like "out of office", "autoreply", or "Thanks" are detected.