New Ticket Auto-reply doesn't work if agent opens ticket

bcv

Users are receiving the 'New Ticket Auto-reply' template email (using specific ticket filters) when they open a new ticket from the customer web portal, however, when an Agent opens a ticket for the user, the email isn't sent out - the user gets the 'New Ticket Notice' template email only.Is there a way for the 'New Ticket Auto-reply' to overwrite the 'New Ticket Notice' template, same way as how it overwrites the 'New Ticket Auto-response' template?https://pasteboard.co/HBBTq1N.png

ntozier

Not that I am aware of. It's working the way that you describe which is as intended.When agents open a ticket for someone it uses the different template.

bcv

Ok, got it. Thanks for the quick response. I will just have to make sure that agents are sending the canned response after opening the ticket.Have you seen many request for this customization? Should I change this to a feature request? And, if so, do we still do that by adding it on github?

ntozier

If you open a feature request (which I think boils down to "let agents pick the outgoing template on ticket creation") on github then the devs will see it much faster.