Atera don't reply to "Out of office" email

phubert
phubert Member Posts: 1 ✭
edited December 2023 in General

Dear Atera members,

How to force Atera to not reply to "Out of office" automatic reply?

ticket@mycompagny.com (email for Atera tickets)

user1@mycompagny.com (out of ofice user)

Loop use case:

Technician send new informations via Atera where user1 is out of office.

Outlook reply "Out of office" .

Atera reply "We received your"

Loop…

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Comments

  • frank.pietersma
    frank.pietersma Member Posts: 78 ✭✭✭
    edited September 2023

    Create a custom field "silent" and edit the ticket automation rules for closing and opening tickets.
    When you don't want the auto answer to ruin your life just set the ticket to silent and no emails will be sent.

    We use this for instance when a customer replies on a closed ticket to thank us.
    The ticket is re-opened with the thank you mail. We set the field to "silent" and close the ticket again and so preventing the customer gets another " closed ticket" email.

    This example is for creating tickets but can also be applied on " ticket response received"

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  • peterrflores
    peterrflores Member Posts: 2 ✭

    Hey,

    To prevent Atera from replying to "Out of Office" automatic replies, follow these steps:

    Email Filters: Configure email filters so that they will identify and block "Out of Office" messages from opening tickets or causing replies. Usually, you may recognise these emails by the typical subject line phrases (such as "Out of Office") or by looking for certain keywords in the email body.

    Automations and Rules: To set conditions that exclude automatic answers, use Atera's automation rules. Set up the rules so that emails with particular wording indicating an automatic reply are ignored or deleted.

    Advanced Settings: To fine-tune how incoming emails are processed, explore the advanced email processing settings, if your Atera platform supports them. Look for ways to flag or avoid specific kinds of responses.

    https://community.atera.com/discussion/197/atera-dont-reply-to-out-of-office-email

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