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Ignore Autoresponders

David Cassidy shared this idea 1 year ago
Under Consideration

Quite often when invoices, reminders etc are generated, we get an auto-response from the client (it could be an out of office email). These open new tickets which then email the client (again) to say they've opened a ticket (which they didn't want to do).

Can these auto response emails somehow be filtered out?

Comments (5)

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Hi,

Thanks for suggestion.

WHMCS will automatically filter emails if a number of auto-responders are received in a 15 minute period: https://docs.whmcs.com/Support_Tab#Ticket_Reply_Email_Limit

This setting could be reduced to stop more than 1 or 2 auto-responses. The difficulty in preventing all emails entirely is being able to reliably determine an auto-responder from a genuine message, there isn't anything in the email headers themselves to differentiate them.

If there were any suggestions on how this might be achieved, that would be a good topic for discussion.

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I am aware of that setting but if the client has an auto responded, it

will still create a ticket when an invoice is sent to them. There are

some things that can be checked against message headers. For example,

exchange accounts add "X-Auto-Response-Suppress' when it's an auto

response email. You could check for that and if it exists, don't create a

ticket. At the very least there should be setting in WHMCS so that you

can turn on a feature called 'Attempt to ignore auto responders' or

something like that.

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This doesn't address where you close a ticket though and a responder automatically re-opens it. A simply delay of 30 or 60 seconds before a reply is allowed would resolve this.

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depending on the cronjob interval, not really

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Emails that are pipped certainly need this.

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