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Automated Replies




Automated replies are sent on a ticket/task/project based on an automation rule. This reply is a pre-written response sent based on the conditions configured in the automation rule.  (To learn about automations in general, see related articles below).  When creating an automated reply you can configure from whom the reply is sent, as well as whether the message is posted internally or as a customer reply. 


Some common uses for automated replies include:

-Sending a reminder to a customer

-Sending a message to acknowledge receipt of a ticket.

-Sending a message to notify of a status change on a ticket/task.

-Sending information based on a certain keyword.


Default automated replies

There are a few automated replies out-of-the box in new accounts. You can edit the text of these messages to your preferences or disable them if they do not fit your workflow.

To locate these automations:

  • Go to Administration >> Automation Center.
  • Toggle on 'Show Disabled Automations' and tab to 'Actions.'  This will show you all automations which exist in your account, grouped by the actions they perform. 
  • Look for the heading 'Insert/Create Message'.  Brand new account will have the following automations: A02, A20, A06, and A29. 
  • Click the pencil icon under the right column of the automation to view/edit the rule. 


Creating new automated replies

For example, let’s create a bot response for password reset requests. This automated message will trigger when the subject line of the email contains the word 'password'.

  • Go to Administration >> Automation Center.
  • Select what the automation should run on. For instance, if you select 'project' the automation will trigger based on the project and the message will be posted to that project's followers. 
  • Select any desired filters. Filters will narrow down the conditions in which the automation will run. For instance, tickets requested by a certain customer. 
  • Next, add the trigger condition. The trigger is when the action will run. For instance, if you want to send the message when the ticket is complete, select  the trigger 'lifecycle status.' 
  • Then for the Action, select ‘insert/create message’.
  • For 'post discussion as' select whether a user or the bot will post the message.
  • Write the message which will be sent. You can click 'Insert property' to choose dynamic properties to embed into the message. These properties will generate automatically when the message is sent based on context. 
  • In the message box you can choose 'Customer Replies' or 'Internal Messages'. This will determine whether the message is sent to customer and user followers or only users. ( See related articles for details). 
  • Click 'Apply & Save' to save the message. Then 'Save' to complete the automation. 



Example: Automated reply for password reset

For example, let’s create a bot response for password reset requests. This automated message will trigger when the subject line of the email contains the word 'password'.

  • Go to Administration >> Automation Center.
  • Select 'ticket' for what the automation should run on. 
  • We are going to set the filters for when a ticket is created and if it has a keyword of ‘password’ in it.
  • First, add Filter > 'Name' contains 'password'.
  • Next, add the Trigger > 'Item is created'.
  • Then for the Action, select ‘insert/create message’. Set the 'post a discussion as' to your ‘Company Bot’. If this message is for customers, the message should be set to 'Customer Replies'.
  • Write the message that the bot will post to the ticket. You can select 'Insert Property' to insert dynamic properties which will populate based on context.
  • Click 'Apply & Save' and then 'Save'. Your bot will then take care of any password reset requests you get.





Related Articles:

About Automations

Automated Emails

Conversation Types and Visibility