Poor automatic response in ticket

Problem Statement

What is the problem?

One of my tickets generated an automated response that did not fit the context of the ticket and presented the wrong impression, in my opinion, of how we handle customer concerns.

Why is this a problem?

The automated response in ticket 187952 from Friday Jan 15 at 13:13 recommended steps the customer had already tried, making it seem that we offered a canned reply without reading the context of the customer's issue. The automatic reply did not state that it was an automatic reply, and it used my signature, making it seem the reply was written by a human.

Proposed resolution

I propose that when automatic responses are sent, they state that it's am automated reply and was triggered by and keywords.

I am assigning this to @jcolyer per instructions from @mdunninger. Jason, if you are not the right person or there is a better avenue for this feedback, please let me know.

Edited by Mike Dunninger