Setting up Automatic Responses

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.

How do I set up an auto-response for any 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:

  1. Go to Admin > Email
  2. Click the gear icon (⚙️) on the email address you want to configure
  3. Select Auto Responder from the menu
  4. Check the box labeled Auto respond to new tickets with an email
  5. Enter the text that you would like to send in the message editor
  6. 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.

Can I notify a customer when a ticket is archived?

Yes, 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:

  1. Go to Admin > Email
  2. Click the gear icon (⚙️) on the email address you want to configure
  3. Select After Archive from the menu
  4. 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)
  5. 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
  6. 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.