How do I reset due date?

[informergy]

Kayako starts a countdown timer ("Due") after the last replier is not on staff. In other words, the customer sends me a ticket and the timer starts. I reply and the timer resets. He replies again and the timer starts...

But what if he has an autoresponder on his email account (ie. "Your email has been received and will be answered as soon as possible...")? It's not really a reply but Kayako thinks it is and starts the timer.

I can delete the autoresponded email from the ticket but the timer still runs.

Any ideas?

[kropes]

i have not set up the email section yet so this is a shot in the dark. i am not sure if you can schedule a task to look at the contents of the email and then discard ones that have that autoresponse text in them.. i am pretty sure you can

if not.. then possibly use something like this :
http://www.CheapSpamKiller.com

it is a spam filtering thing. it does not interfeer with your email at all and it can check multiple accounts (i have it checking 26 accounts on several domains). if you have one that is from a certain customer that is always an auto responder, you can set up rules to test and then delete it.