Automatic customer replies

Separate automatic HTML replies are available for customer-related events.

Overview

This page explains how to use Automatic customer replies and describes its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.

Typical workflow

  1. Edit the reply for a ticket created by a customer. Open the existing record, change only the required fields, and check dependent assignments before saving.

  2. Edit the reply to a customer response. Open the existing record, change only the required fields, and check dependent assignments before saving.

  3. Edit the reply to a closed ticket. Open the existing record, change only the required fields, and check dependent assignments before saving.

  4. Edit the reply to a rejected email. Open the existing record, change only the required fields, and check dependent assignments before saving.

  5. Maintain the subject, text, active state, and placeholders. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

Notes

  • Visible menu items and actions depend on the signed-in agent’s group and program permissions.

  • Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.

  • After making changes, test at least one realistic use case with a user in the affected role.