Out-of-Office Replies Missing in Zendesk Queue

Why don't out-of-office replies appear in Zendesk's suspended ticket queue?

Out-of-office replies often don't appear in Zendesk's suspended ticket queue due to evolving email provider policies. Many email providers, like Gmail, are moving away from sending out-of-office replies to automated systems like Zendesk to prevent security risks and email loops.

These replies can be exploited by hackers for phishing attacks and can create email loops if not properly managed. Zendesk uses specific email headers to identify itself as an automated system, which helps recipient servers decide whether to send out-of-office replies. However, this behavior can be inconsistent, as it depends on the email provider's current policies and recognition of Zendesk as an automated sender. For more details, you can refer to the originalZendesk article.

More related questions

How do email providers handle out-of-office replies with Zendesk?

Email providers like Gmail handle out-of-office replies with Zendesk by recognizing it as an automated sender and often suppressing these replies. This is part of their effort to prevent security threats and email loops. Gmail, for example, may not…

Can Zendesk change its email headers to receive out-of-office replies?

Currently, Zendesk cannot easily change its email headers to receive out-of-office replies due to the lack of a standardized email header for such replies. The headers used by Zendesk are designed to identify it as an automated system. These…

Why are out-of-office replies considered a security risk?

Out-of-office replies are considered a security risk because they can be exploited by hackers for phishing attacks and can create email loops. These replies can inadvertently reveal when someone is not available, which can be used to time phishing…

What role do email headers play in managing out-of-office replies?

Email headers play a crucial role in managing out-of-office replies by helping recipient servers identify automated systems like Zendesk. These headers inform the server about the nature of the email, allowing it to decide whether to send an…