- Edited
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