Use Case:
A USER sends in an email reply that will update an existing ticket.
"You asked for serial number on my laptop. The number is 1234567890"
We want an auto reply to go back to the USER immediately with the following message body:
"Thanks for the update. Your reply was successfully appended to ticket #1234.
As a reminder, we are closed on evenings and weekends, but will reply as promptly as possible."
We're looking at the "New Message Auto Response" that has tip:
"Confirmation sent to user when a new message is appended to an existing ticket."
But the USER isn't getting this notification.
We checked all the settings, we do NOT have "Autoresponder Disabled" for any departments.
What is the approach for a notification getting triggered by a USER appending to an existing ticket?
Thanks in advance.
