Hi Cesar,
Cesar Hernandez wrote:
I have been trying to set up an auto reply for rejected messages but the
documentation has not been helpful on that.
I'll try to explain my problem.
When i receive a ticket the first thing i do is get to the zoom view and
have a quick look, but if the message has to be rejected i go to the
compose answer. In the Next ticket state menu i do not get an reject
option.
What am i doing wrong? and how can i reject a ticket and use the auto
reply i made for this messages???
This is different. The auto respons "reject" is used in the following case.
The "follow up" option for a queue is set to "reject" (that means a
follow up to closed tickets is not possible and will be rejected).
If a follow up for a closed ticket (with queue follow up option =
"reject") is arriving, then the closed ticket will not be reopend. The
follow up will be rejected. If auto respons "reject" is set, then the
sender gets a email notification.
Martin
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