Auto-response as a comment

rafanavarro

Hello everyone!

I've been searching through the forum but couldn't find a way to automatically post a comment right after a client opens a ticket.

In our operation, the landing pages don't work well, so notifying the user about the SLA this way would be the best option.

Is this possible? If so, how can I do it?

Thank you!

KevinTheJedi

rafanavarro

Sounds like you simply need to customize the Thank You Page (Admin Panel > Manage > Pages > Thank You Page). This page can accept Template Variables (although most likely not all). You can add the needed Template Variables to the page, save changes, and retest.

Cheers.

rafanavarro

Hi Kevin, thanks for the answer!

That's not the case, as discussed in this topic:
https://forum.osticket.com/d/94206-no-thank-you-page-redirection

"Registered users see the ticket that they opened."
I do not know if this has been solved on the new versions, but my users only see the opened ticket.

I would like to add a comment on the ticket, informing the SLA, as shown on the image.

Sorry for any inconvenience!

KevinTheJedi

rafanavarro

In that case you can create a Canned Response with the information you need to relay to the customer (including any Template Variables). After that you can create a Ticket Filter that matches Web Tickets, or specific Help Topic, or whatever and set the Action to add that Canned Response. Then once the Ticket is created the Canned Response will immediately be added and the User will see it.

Cheers.