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?