Setting up automatic responses will help you send automated replies to customer emails. This response is usually a note of acknowledgement sent to a customer that their email was received and it will be taken care of.
Setting up auto-responses for new tickets
You can set up an auto-responder for any of your support addresses separately. Use an auto response to acknowledge new tickets, or to auto share information with everyone that contacts you. To set up an auto response:
- Go to Admin > Email
- Click the gear icon on the email address you want to configure
- Select Auto Responder from the menu
- Check the box labeled Auto respond to new tickets with an email
- Enter the text that you would like to send in the message editor
- Click Update Auto Responder
You can use variables in the reply that will be replaced with the correct values when the email is sent:
{{TICKET_ID}}{{NAME}}{{FIRST_NAME}}{{LAST_NAME}}{{SUBJECT}}{{EMAIL}}{{CONTENT}}
Auto-responders are specific for the email address selected, so if you use multiple addresses you will need to set up the responder for each address individually. This can be useful if you would only like an auto response for some of your addresses.
When do auto-responses trigger?
Auto-responses are sent once per new ticket, when the ticket is first created from an incoming email. They are not sent when:
- A customer replies to an existing ticket
- An agent creates a ticket manually from the SupportBee interface
- The incoming email is marked as spam by SupportBee's spam filter
Notifying customers when tickets are archived
You can set up an auto-notification to be sent out when a ticket is archived. This can be useful when you want to notify a customer that a ticket is considered resolved, and to give the customer a sense of resolution for every ticket.
To set up a notification on ticket archive:
- Go to Admin > Email
- Click the gear icon on the email address you want to configure
- Select After Archive from the menu
- Check the box labeled Send an email to the customer when a ticket is archived (note: this only sends if there is at least one reply on the ticket)
- Enter the desired text for the notification. You can use variables like
{{FIRST_NAME}}to personalize the notification and{{CUSTOMER_SURVEY_LINK}}to include a link to Customer Satisfaction Ratings - Click Update Email After Archive
Please note that at this time we do not support timed automated emails, for example sending an automatic response after a certain delay.
Disabling after-archive emails for specific workflows
If you are seeing unexpected after-archive emails being sent, check whether the After Archive setting is enabled on the email address. This is the most common cause of unintended emails when archiving tickets in bulk.
To stop after-archive emails:
- Go to Admin > Email
- Click the gear icon on the relevant email address
- Select After Archive from the menu
- Uncheck the box labeled Send an email to the customer when a ticket is archived
- Click Update Email After Archive
This setting is per email address. If you have multiple email addresses configured, check each one individually.
Preventing auto-responses to specific senders
Auto-responses are sent to every incoming email that creates a new ticket. If you want to prevent auto-responses from being sent to certain addresses (for example, automated systems that email your support address), you can use filters to automatically mark those tickets as spam or move them to trash before the auto-responder triggers.
Alternatively, you can disable the auto-responder on a specific email address while keeping it enabled on others, since auto-responders are configured per address.