Auto Response eMail

k9mjl

Auto response is working fine for tickets logged using the OS Ticket Web portal, but for tickets logged by users emailed to help@domain.com there is no auto response sent. The ticket appears in the helpdesk as it should. All options are correctly set as far as I can see, based on other tickets asking a similar question.
Any help is appreciated.

ntozier

Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance. The more information you give us the better we will be able to assist you. Thank you.

Environment details? (see Admin panel -> Dashboard -> Information)
Screens shots of settings?

k9mjl

Resolved.

ntozier

You might want to take a minute and post what your resolution was in case someone else runs into a similar issue.

k9mjl

It was identified that in - Admin Panel > Agents > Departments
under "Autoresponder Settings" there was a tick in the box against "New Ticket", once this was removed the auto responder worked.