Hello how are you. I have been using osticket for a long time, I know how to create departments, predefined and some other things, but I would like to do the following and I would like you to advise me on how to do it:

I have a box noresponderaltomarketing@mydomain.com

If someone sends an email to that box I would like osticket.

1- generate a ticket in a department X (it already exists) or in Y (a new one, I don't care)
2- that it responds automatically with some predefined, type "hello, I send you the frequently asked questions, if you have doubts, reopen the ticket"
3- close the ticket as solved

If the client decides, he can reopen it.

All automatic, how do you advise to do it?

  • KevinTheJedi replied to this.

  • altomarketing

    Actually, instead of Attach Canned Response you should use Send An Email with the Recipient as %{user}. Here is an example:

    The only downside is if the user replies to that email it will open a new ticket and repeat the same process. If you wanted to send an email that they can reply to to reopen the ticket then you should use the New Ticket Auto-Response. Then you can edit the template to your liking and have it say the predefined message. If you go this route then remove the Send An Email action from the filter.

    Cheers.

      altomarketing

      Actually, instead of Attach Canned Response you should use Send An Email with the Recipient as %{user}. Here is an example:

      The only downside is if the user replies to that email it will open a new ticket and repeat the same process. If you wanted to send an email that they can reply to to reopen the ticket then you should use the New Ticket Auto-Response. Then you can edit the template to your liking and have it say the predefined message. If you go this route then remove the Send An Email action from the filter.

      Cheers.

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