How To Set Up Automatic Out Of Office Emails In Freshdesk?

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How To Set Up Automatic Out Of Office Emails In Freshdesk

Last Updated: July 2024

Are you tired of manually sending out-of-office emails every time you go on vacation or leave the office? Say goodbye to the hassle and welcome the convenience of automatic out-of-office emails in Freshdesk! 

Picture this: You’re sipping a refreshing drink on a sunny beach, knowing that your customers are receiving timely and professional responses even when you’re away. 

In this blog, we’ll guide you through the simple steps to set up Freshdesk out of office emails, ensuring that your customers feel supported and informed while you enjoy your well-deserved break.

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Benefits of Using Out-of-Office Emails

Using out-of-office emails brings several benefits that ensure effective communication and a seamless experience for your contacts. Here are some advantages to consider:

  1. Informing Contacts: When you enable out-of-office emails, you automatically notify anyone who tries to reach you that you’re currently unavailable. This helps manage expectations and avoids any confusion or frustration among your contacts.
  2. Setting Expectations: Out-of-office emails allow you to set clear expectations regarding your availability and response times. You can provide information about your return date, alternative contacts, or any specific instructions for urgent matters. It ensures that your contacts understand when they can expect a response and who they can reach out to in your absence.
  3. Professionalism: By using these emails, you demonstrate professionalism and attentiveness to your contacts. It shows that you value their communication and want to provide them with the necessary information, even when you’re not available. This helps maintain a positive impression and fosters trust and reliability.
  4. Efficient Communication: Out-of-office emails streamline communication by providing relevant information upfront. Instead of leaving contacts in the dark or wondering why they haven’t received a response, you proactively share your status and direct them to alternative resources or contacts. As a result, important messages are handled promptly.
  5. Time Management: Also it assists in managing your time more effectively by reducing interruptions. By informing others of your unavailability, you can focus on your tasks without constant distractions or the pressure to respond immediately.
  6. Customer Satisfaction: When you use out-of-office emails to manage customer communication, it helps maintain high levels of customer satisfaction. By promptly notifying customers of your absence and providing relevant information, you show that you value their inquiries and are committed to providing exceptional service. This contributes to a positive customer experience and builds long-term loyalty.

9 Steps to Set Up Freshdesk Out of Office Emails

Follow these simple steps to ensure your contacts receive customized auto-responses that align with your brand voice:

Step 1: Log into Freshdesk Account

Access your Freshdesk account as an administrator to make the necessary changes. 

Step 2: Navigate to Admin and Workflows

From the menu, go to the Admin section. Under the Workflows category, click on “Automations.”

Freshdesk - Admin - Worflows
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Step 3: Choose the Tickets Tab and Ticket Creation

Within the Automations settings, select the “Tickets” tab, and then click on “Ticket Creation.”

Freshdesk - Choosing Tickets tab
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Step 4: Create a New Rule

To create a new rule, click on the “New Rule” button and provide a relevant name for easy identification.

Freshdesk - Creating new rule
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Step 5: Specify Non-Business Hours

Under the “On tickets with these properties:” section, choose “In Tickets, if Created, During, Non-Business hours.” This step ensures that auto-responses are triggered only during non-business hours.

Freshdesk - selecting non-business hours
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Step 6: Set Your Business Hours

Specify your business hours so Freshdesk knows when to send out the auto-responses. It ensures that the rule is applied correctly.

Step 7: Select “Send Email to Requester”

Under the “Perform these actions:” section, choose the “Send email to requester” option from the dropdown menu. This action will trigger the sending of the out-of-office email to the ticket requester.

Freshdesk - Select Send Email to Requester
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Step 8: Customize Your Email Content

Personalize the email content by utilizing dynamic placeholders. Insert relevant placeholders, such as the requester’s name or ticket details, to make the email feel more personalized and tailored to their needs.

Freshdesk - out-of-office - Customizing the content and saving
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Step 9: Preview, Save, and Enable

Before finalizing the setup, click on “Preview and Save” to review the automation rule. Once you’re satisfied with the settings, click on “Save and enable” to activate the automatic out-of-office email feature.

Related: Easy Steps to Merge Freshdesk Accounts

Limitations of Automatic Out-of-Office Emails in Freshdesk

While setting up automatic out-of-office emails in Freshdesk can greatly benefit your customer support operations, it’s important to be aware of certain limitations associated with this feature:

  1. Limited Customization: While you can personalize the email content using dynamic placeholders, the level of customization may be limited compared to manually crafted responses. The automated nature of these emails may not allow for the same level of personalization and tailored responses as manual ones.
  2. Lack of Contextual Awareness: Automatic out-of-office emails are triggered based on non-business hours, but they do not take into account specific ticket details or urgency. This means that customers may receive the same auto-response regardless of the nature or urgency of their inquiry, potentially leading to a less optimal customer experience.
  3. Potential Overuse: Depending on the frequency and duration of your out-of-office settings, customers may receive auto-responses even for minor inquiries or during shorter absences. It can result in an overuse of automatic emails, potentially leading to customer frustration or confusion.
  4. Inflexibility in Adjusting Responses: Once the out-of-office automation rule is set up, it may not provide the flexibility to easily adjust or customize the email responses on the fly. Modifying the content or timing of auto-responses may require modifying the automation settings, which can be time-consuming.
  5. Language and Tone Limitations: While Freshdesk allows for customization of the email content, it’s important to note that the language and tone used in the auto-responses may lack the nuance and warmth of a personalized message. This can sometimes result in a less human-like interaction with customers.

Considering these limitations, it’s crucial to carefully configure and monitor your automatic out-of-office emails to ensure they enhance your customer support experience without compromising the quality of customer interactions.

Recommended: Top 6 Freshdesk Alternatives in 2024

Receive Automatic Alerts and Smart Insights For All Support Tickets!

In addition to setting up out-of-office emails, another valuable feature offered by helpdesk software is the ability to receive automatic alerts and smart insights for all support tickets. These alerts can notify you of important events or changes in ticket status, ensuring you stay updated and can take prompt action. 

Moreover, smart insights provide you with valuable data and analytics on ticket trends, customer satisfaction ratings, and agent performance, empowering you to make data-driven decisions and continuously improve your support operations. 

By leveraging these automatic alerts and smart insights, you can enhance your overall ticket management efficiency and deliver exceptional customer experiences. One such software that delivers all these features is Saufter.


With Saufter, you can gain valuable insights into your support operations through detailed reports, tracking critical metrics, and receiving smart alerts for timely issue resolution. This user-friendly software empowers you to make data-driven decisions, improve customer satisfaction, and streamline your support workflow.

Key Features

  • Detect Delayed Delivery – Stay on top of ticket delivery with automatic alerts that notify your support team of any delays, enabling them to address the issue promptly and ensure customer satisfaction.
  • Customer Service KPIs – Easily track and analyze critical customer service metrics such as CSAT, CRR, NPS, and response times. Gain valuable insights into your team’s performance and make data-driven decisions to improve customer satisfaction.
  • Graphical Presentation – Visualize your support data through intuitive charts, graphs, and tables. Quickly analyze and interpret report data, making it easier to identify trends and take informed actions.
  • Automated Reports to Email – Schedule automated reports to be sent directly to your email on a regular basis. Stay updated on your team’s performance and take necessary actions to optimize your support operations.
  • Key Return Metrics – Measure important return metrics such as return rate, refund rate, exchange rate, and more. Monitor and optimize your return processes to enhance customer experience and minimize returns.

Real-time data - Helplama Helpdesk

With Saufter, you can streamline your support workflow, monitor key metrics, and make data-driven decisions to deliver exceptional customer support experiences.


Congratulations! You have successfully set up automatic out-of-office emails in Freshdesk. By utilizing this feature, you can ensure that your customers receive prompt and informative responses even when you are away. 

With Freshdesk’s automation capabilities, you can provide a seamless support experience and maintain high customer satisfaction levels. Take advantage of this time-saving feature to enhance your customer service and improve overall efficiency. Your customers will appreciate the quick and personalized responses, even when you’re out of the office.

If you want to switch from Freshdesk to one of the best ticketing systems on the market, look no further than Saufter. With its robust ticket management, self-service features, and seamless social media integration, Saufter is designed to streamline your support operations and deliver exceptional customer experiences. 

Whether you need efficient ticket resolution or effective customer support, Saufter has got you covered. And here’s an exclusive offer for you: Sign up now to try out the software and receive 6 months’ worth of free credits. Don’t miss out on this opportunity to elevate your customer service to new heights with Saufter.



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