Out of Office

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Feature Add-on

Out of Office

This Feature Add-on “ignores” out-of-office messages. As a rule, after processing a ticket, a final message is sent to a customer stating that the request has been completed. Then, the ticket is closed. If the message recipient has an out-of-office message turned on, this gets sent back to OTRS as a reply. This causes the closed ticket to be automatically re-opened. An employee must then manually close the ticket again. This can be very time-consuming, especially if you have frequent email traffic. With the Feature Add-on, the system stops responding to out-of-office messages, which means tickets are not reopened when these messages are received. You can flexibly configure which out-of-office messages should be ignored.

Benefits

  • Individual configuration that filters out-of-office messages
  • Closed tickets are no longer opened by out-of-office replies

Available in Service Package

TITANIUM

Target Groups

  • Companies of all sizes with high ticket volumes
  • Anyone using out-of-office frequently
  • Companies with frequent email traffic
  • IT Service Management
  • Customer Service
  • Service Providers