In our current ticket system, if someone e-mails in to create a new topic, I have the ‘out of office’ feature of the mail account automatically reply, but only once per any 7 day period per unique address.
Is there a way to duplicate this feature if someone creates a ticket in the web interface?
Customer creates new topic in the tickets category.
If customer has not created a new post or topic in this category in X days, then…
Auto reply to new topic with whatever I want the response to be. In our case it’s general troubleshooting advice.
I had looked at it before posting, and didn’t think it would work for what I wanted to do.
When I rethought how to use it, I think it’ll work for the most part.
I was coming at it from the mindset of a single generic response, but with the auto responder I can tailor the responses based on keywords, the problem is if none of the keywords are mentioned, can I use a wildcard to send my generic response?
And does it just parse from the top down, so if there’s multiple keywords it just hits on the first one?
This does seem to be a case for automation and it’s a good idea, but I am not aware of an existing automation script for it. It’s possible to create a plugin to add to the core provided automations, so you could create this yourself or ask in Marketplace.