Setting up an Auto-Responder

Setting up autoresponders 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 setup an auto-response for any new tickets?

You can setup 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 setup an auto response:

  1. Click on Admin link in the top left corner of the screen
  2. Select the Email tab
  3. Click on the email address that you want to setup the auto-responder for.
  4. Scroll down to the 'Auto Responder' section and click on 'Setup an Auto Responder'.
  5. Check the box labeled 'Auto respond to new tickets with an email'
  6. Enter the text that you would like to send in the email in the text box labeled 'Auto respond with this message'.
  7. You can use some variables in the reply that will be replaced with the correct values when we send the email
    • {{TICKET_ID}}
    • {{NAME}}
    • {{FIRST_NAME}}
    • {{LAST_NAME}}
    • {{SUBJECT}}
    • {{EMAIL}}
    • {{CONTENT}}
    • {{CUSTOMER_SURVEY_LINK}} (to include a link to Customer Satisfaction Ratings)

 

 

Auto-responders are specific for the email address selected, so if you use multiple addresses you will need to setup 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 setup 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 setup a notification on ticket archive, select 'Admin' from your ticket interface:

  1. Select 'Email' from the left-hand menu

  2. Select the email address you want to modify

  3. Select 'Setup Email After Archive'

  4. Enter the desired text for the notification. You can use variables like {{FIRST_NAME}} to personalize the notification

  5. Check the box for 'Send an email to the customer when a ticket is archived'

  6. Click 'Update Email after Archive', and you're all done!

You can also use this section to add a survey link for Customer Satisfaction Ratings!

Please note that at this time we do not support timed automated emails, for example sending an automatic response after a certain delay.