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Amanda19
Amanda19
Newcomer
August 12, 2025
Question

Sending out the first response to a ticket

  • August 12, 2025
  • 1 reply
  • 31 views

I feel like I'm missing something really basic here. 

 

We have triggers set up to do some initial classification when a new ticket comes in. I don't see a way to add an initial outgoing message to the user at that stage. If I want new tickets that meet particular criteria to get a particular acknowledgement message, where can I manage that?

 

I can send it as a macro but I have to do that manually. I'd like to automate it. 

    1 reply

    C
    Cristian15Employee
    Employee
    August 13, 2025
    Hi Amanda and thank you for the question.
     
    An initial message can be sent to the requester of the ticket, even at the ticket creation stage, using triggers. If you know the specific conditions you have to use in order to identify a ticket that needs such a reply, you can simply use the "Actions" part of the trigger, to send them an email. If you would like to send that via messaging, you can use the messaging triggers, or chat triggers, if it is a chat conversation.
     
    If you would like our support team to have a proper look at your use-case, feel free to contact them by following the indicated pathways to create a support ticket. 
     
    I hope this clarifies.
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