Question

What happens when a CXO consultant or GCS Specialist sends a Zendesk reply to a Client that is Out of Office?

Answer

Requester is OOO 

1. 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.
2. If the OOO notification cannot be added to the original ticket, a new ticket is created and assigned to the Consultant / GCS specialist.
3. 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-
   • INTERNAL: Sirva Outlook does suppress OOO messages. Replies from Zendesk to a sirva.com email will not have the OOO create/update a ticket

Consultant OOO (in the model)

Please refer to the article Zendesk - Consultant Out of Office functionality