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| − | {{DISPLAYTITLE:New Ticket Automated Response}}
| + | This page has been [https://resources.emersion.com/display/EKB/Auto+Responder moved] |
| − | =Overview=
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| − | * Event ID: 1039
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| − | * Event name: Service Desk Inbound Email Auto Response
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| − | This event type is designed to provide an auto-response to customers who raise a service desk ticket via email. | |
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| − | - The process starts with an end customer emailing a [[Service_Desk/Mailbox_Configuration|Service Desk mailbox]]. <br />
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| − | - Once the email has been retrieved by the system and a service desk ticket has been created, the event is triggered. <br />
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| − | - Depending on the configuration of the event's [SystemEvents/Templates|Message Template], the ticket creator can receive a message that can contain some basic information about the ticket they have raised as a confirmation.
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| − | This event will not trigger when an existing ticket is updated. Notifications for ticket updates is achieved using the [[Service_Desk/Outbound_Email|outbound email event]]. This event is for new tickets only.
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| − | | |
| − | = Prerequisites =
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| − | This event works in conjunction with the following modules. All modules must be enabled for this event to fire.
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| − | * Service Desk
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| − | * Service Desk Inbound Email
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| − | * Events
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| − | In addition, the event type must be mapped to your service provider account. You can check this under '''Events > Template > Mapping'''. Perform a search for event type ID 1039. If there is an entry there, the event has been mapped and ready for you to use.
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| − | ==Message Actions==
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| − | Both Message and SMS actions are supported.
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| − | ==Template Variables==
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| − | The following variables are available in the event.
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| − | * Time Created
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| − | * <s>Date Created</s>
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| − | * Ticket Number
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| − | * Sub Category
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| − | * <s>Category</s>
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| − | * Queue Name
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| − | * Subject
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| − | * Original Email Content - This is the email message that was sent in (received) by the ticket creator.
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| − | - Note: If the message template is configured to send to either Primary or Billing contact email addresses, and the email has been received from a different email address on a different contact type (say from a secondary contact), then the outgoing email won't be sent to the same email address. Please be aware of this when configuring your message template.
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| − | = See Also =
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| − | * [[Service Desk]]
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| − | * [[Service_Desk/Mailbox_Configuration|Service Desk Inbound Email]]
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| − | * [[SystemEvents/Templates|Setting up event templates]]
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| − | * [[SystemEvents/Actions|Event actions]]
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