auto response repeated

[Krakus]

Hello,

I have an issue with the auto reponse. When a customer sends an e-mail to me he gets an auto reponse saying that we aknowledge his inquiry. When I open the ticket and want to answer to it (for example with an empty answer) I see below of my e-mail body the auto answer. This is as if I was answering to the auto answer and not as if I was answering to the customer query. Do you know how I could get rid of this auto answer when writing my answer to my customer?

Tx,

Greg

[jojo]

reply to the customers mail and not to the auto reply...

[Krakus]

Thanks but I am not able to do so...

When I select the original message (I click on the line containing the original message and not on the line containing the auto reponse) and then click on reply and then choose the prerecorded answer I have encoded the auto reponse appears above my prerecorded answer. Do you have any suggestions?

Thanks,

Greg

[jojo]

please show a screenshot

[Krakus]

Here you go!

The blue ellipse is my auto response and the red one the prerecorded answer for a specific queue

Thanks,

Greg

[jojo]

check the definition of your salutation and signature...

[Krakus]

I checked it and everything is ok to me. Any other ideas?

Thanks,

Greg

[jojo]

check your predefiend response. Did you any code changes?

[Krakus]

my predefined message looks ok and I did not change any code. ANother issue I have is that when I reply to a customer I see below the original message he sent but the message is not complete (it is as if I was somehow limited on the lenght of the text...)

Greg

[jojo]

as this is not a common issue (or even an issue I ever heard of) I suggest to have some professional for setup or support....

[crythias]

What is the content of your manual response (the template, not what you encounter)?

[arvas]

very odd issue... how about just emptying salutation and the signature and see what happens?