HELP FILE

How to define an auto-response email template?

You can create templates for an auto-response email to a ticket. The template is created via the ticketing system's rules, so you can create different templates for different conditions (as per the source email, the ticket title, etc). You can also define different outgoing e-mail settings to different Knowledge Bases.

  1. Go to Admin Center > Ticketing Settings > Rules.
  2. Under when new ticket is created, click + Add Rule.
  3. Define the relevant conditions per e-mail template.
  4. Select Send email and then click Edit email. The Edit Email dialog is displayed.
  5. Define the template and save it.