Overview

You may want your customers to receive a confirmation email when submitting a ticket. For this, we use Autoresponder which is the term used for acknowledgment emails dispatched when a new ticket is created in helpdesk. 

Follow through this article to learn how you can configure when it should be dispatched, and also modify the content as well as layout.

 

Information

Dispatch Settings

The table below shows you where to configure the dispatch settings for each of the ticket sources.

Ticket Source	Setting
Tickets created from Support Center	Dispatched per the user group of the active user. This can be set from the Receives new ticket autoresponder setting for a user group in Admin interface.
Tickets created via REST (REpresentational State Transfer) API	The Boolean value set for ignoreautoresponder POST variable is responsible in case of ticket creation from REST API. For Staff API, the Boolean value set for sendautoresponder node in XML payload for creating a new ticket is considered.
Tickets created from emails	This can be disabled globally for each email queue via Send new ticket autoresponder setting in Admin interface.
Tickets created from Staff interface	Users determine whether an autoresponder will be dispatched by selecting the Send autoresponder checkbox while creating a ticket. Send Email acts as an email client and only allows staff to send a copy of ticket content.
On Premise	Clients can tweak default checkbox selection via making custom tweaks to class.View_Ticket.php under ...apps\tickets\staff in the document root of helpdesk.

In case you want to nullify the autoresponder for emails received from particular sources or on the basis of certain criteria, you can make use of Pre Parser action set available in Admin interface > Options > Email Parser > Rules to disable autoresponder.

If new emails from a source are not triggering an autoresponder, (presuming, you have already cross-checked rules and email queue setting) check loop blockages and fine-tune existing loop blocker rules in Admin interface > Options > Email Parser > Loop Blockages / Loop Blocker rules. These rules are designed to prevent loops created by autoresponder/out-of-office emails dispatched from the user’s end.

Modifying Autoresponders

Language phrases and templates in the helpdesk contain the content and in turn, are responsible for the layout of outgoing emails. Template and language selection are determined via how the ticket has been created. See Modifying the Content of the Autoresponder email for further details.

Template and Language Selection

The table below shows you where to configure the templates and the language settings for each of the ticket sources.

Ticket Source	Setting
Tickets created from Support Center	Template group accessed by the user and active language determines the language and template selection.
Tickets created via REST (REpresentational State Transfer) API	Value set for templategroup POST variable (template group id) and the default language of that template group is used.
Tickets created from emails	Template group linked to email queue from which email is parsed determines the template group to be used. The default language linked with the selected template group is used in case an explicit default language isn’t specified for user profile. Note: If a default language is selected to user profile from which ticket is created, it is prioritized over default language linked to applicable template group. This can be checked via Language setting under the Profile tab of a user profile from Staff interface > Users > Manage Users.
Tickets created from Staff interface	User Group of the user and it’s linkage to a template group is considered for an existing user. If the user group is not explicitly linked to a template group or a new user is created (via Send Email), the default template group and its default language are considered.

 

Resources

• Refer to the article Setting up Autoresponders for Different Email Queues for guidelines in setting up autoresponder emails.
• refer to the article Customizing Notification Email Templates for a detailed step-by-step guide in modifying and customizing your autoresponder emails.