In our ticketing system we have an auto response/reply to customers.
As a result in the ticket overview the customer question can be seen (TYPE: customer - email-external) and also the auto response (TYPE: system email-external).
Right now we getting complaints, the agents must always do an extra 'click' to see the customer question: the auto response text is always shown as a default when you view a ticket for the first time.
My question:
- Can the auto response text be removed from the ticket article overview? For the agent there is no useful information in it.
- Are there another ways to solve this?
thank you,
Maurice
Auto reponse/reply in ticket overview
Moderator: crythias