What happens when a CXO consultant or GCS Specialist sends a Zendesk reply to a Client that is Out of Office?
Requester is OOO
- OOO notification will automatically be added to the original ticket thread if the OOO notification kept the identifier that would allow the notification to thread.
- If the OOO notification cannot be added to the original ticket, a new ticket is created and assigned to the Consultant / GCS specialist.
- If the recipient's email system suppresses the out-of-office notification, no ticket will be created. This can occur with Gmail and other email programs when they receive emails from a "sender of traffic." See this article for more information: https://support.zendesk.com/hc/en-us/articles/4408818595482-Why-are-out-of-office-replies-not-appearing-in-the-suspended-ticket-queue-
Consultant OOO (in the model)
Please refer to the article Zendesk - Consultant Out of Office functionality