I’ve been tasked to set up an auto-reply trigger, that is, a trigger that answers certain tickets instead of an agent. I’ve currently set it up as follows:
Conditions:
- Ticket Action: is: created
- Article From: contains:
- Sender: is: Customer
Actions:
- Notification Email
- Visibility: public
- Recipient: Customer
Subject/Body…
- State: pending close
- Pending till: relative: 1: month
This works, but now as well as I’d hoped. The two main problems:
- The ticket doesn’t actually show the reply that the trigger has sent. Instead it just displays a single line “Subject” → “recipient’s email address”.
- In my private gmail account, the auto-reply is displayed as a separate email instead of a reply to my original outgoing mail. I believe that this is due to the fact that the auto-reploy contains only a
References:header, but not anIn-Reply-Toheader.
I suppose that the Notification Email action isn’t really intended for the purpose I want to use it for; it seems better suited for short “we’ve received you mail and will reply shortly” autoresponses that aren’t actual responses. So this is my feature request: an auto-reply action that can be used in place of a proper agent response 