Suggestion: Hide Auto reply from ticket timeline

[matthewn]

Hi,

Something that would be nice to see in latter releases is for the Email Auto Responded to be excluded from the History view of Tickets, as this adds unnecessary data to each ticket.

When looking at tickets raised by Email, we find ourself having to scroll through the ticket history to get to the original email messages

I believe this could be address in two septate ways:

1) Tagging Auto Reply message so that Commit can filler out anything with the tag from displaying in the History

2) Making it easier to get to the Original Emails & Customer replies maybe via a shortcut button to open the email in outlook.


Hopefully this is something that others will appreciate too, and could be considered as part of the design for the next version

[Support Team]

Re: Suggestion: Hide Auto reply from ticket timeline

Thank you for sharing your thoughts on this. Auto responses sent to customers are filed in order for everyone to be able to see each and every interaction with the customer regarding the ticket, and the auto-response is considered one of these. However, I can definitely see why it can be viewed as an unnecessary data for everyday work. We will take a note on this.

Regarding opening the original customer email right from the Ticket preview/history tabs - this can be achieved either from the dropdown menu and also by, maybe better, clicking the "big" icon located left to the email message entry, so the latter option is probably the one you were after.