New Ticket Auto-reply email

janeka

Hi,

First of all, I would like to congratulate the osTicket team for the great work they're doing so far. The program is amazing! :)

Second, I need some assistance in understanding how these two auto-replys work:

1 - New Message Auto-response

2 - New Ticket Auto-reply

The first one, is the "normal" reply, it triggers whenever a ticket is submitted.

The second one I just can't make it work, even with filters set. The only way to send an auto-reply different from the "normal" one is to set canned responses in the filters, but this way the canned response is attached to the ticket thread wiht all the confusing variables...

Can someone help me?

Thank you in advance

ntozier

Version of osTicket?Are you talking about Email templates at Admin panel -> Emails -> Templates -> Your Template?Agent or End User?New Message Alert is when a new message is posted to an existing ticket.New Ticket Auto Reply is sent if when the ticket is opened a reply is added.New Ticket Auto Response is the default when a new ticket is opened (if no reply is added)

janeka

The version is osTicket v1.9.8.1 (stable).

The template I'm talking about is the End-User in the path that you mentioned.

New Message Auto-response

Confirmation sent to user when a new message is appended to an existing ticket.

New Ticket Auto-reply

Canned Auto-reply sent to user on new ticket, based on filter matches. Overwrites "normal" auto-response.

New Ticket Auto-response

Autoresponse sent to user, if enabled, on new ticket.

Response/Reply Template

Template used on ticket response/reply

When a End-User submits a tickets, he receives the New Ticket Auto-response, when an agent responds to a ticket the End-User receives the Response/Reply Template

Thank you again

ntozier

So then I'm not sure what your question is.

janeka

My New Ticket Auto-reply is different from the New Ticket Auto-response.My question is, how can I use the New Ticket Auto-reply based on a filter?The New Ticket Auto-response is used for every ticket, but the New Ticket Auto-reply (because is based on filters) will be used to respond to tickets that match criterias on the filter.

ntozier

I imagine that you would Setup a filter utilizing a Canned Response

janeka

I've done that and that canned response is attached to the ticket thread.If the New Ticket Auto-reply template exists, how can I use it?

ntozier

"I've done that and that canned response is attached to the ticket thread."Yes, All responses are logged to the ticket thread.

janeka

"I've done that and that canned response is attached to the ticket thread."

Yes, All responses are logged to the ticket thread.

Yes, I know that, but the auto-response or auto-reply to the ticket opening doesn't.If I have two templates, why can I use only one? How can I use the other? What configuration should I use?