Automatic Responses

Automatic Responses#

A response can be sent to the requester, as soon as a ticket is:

  • Created

  • Rejected

  • Replied to after closed

  • Receives a follow-up

Note

Reply after close (default reply/new ticket) is based upon the queue’s follow-up settings.

Create a Response#

To create an auto response.

  1. Navigate to Admin

  2. Filter for or scroll to Auto Responses

  3. Click Add Auto Response

  4. Add a name

  5. Add a subject

  6. Add the body

  7. Choose the type

  8. Select the sender address

  9. Set the validity

  10. Add a comment

  11. Save

Auto Response Types#

auto follow up

When an update is received.

auto reject

When a queue follow-up is set to reject.

auto remove

Not used.

auto reply

When a new mail is received.

auto reply/new ticket

When a queue follow-up option is set to new ticket.

Assign Responses to Queues#

  1. Navigate to Admin

  2. Filter for or scroll to Queues <-> Auto Responses

  3. Choose a queue from the list of queues

  4. Assign a response for one or more types

Manage Exceptions#

In the system configuration, you can and should add exceptions to the rule.

Important system configuration settings are:

AutoResponseForWebTicketsTicket (default: active)

Deactivate auto responses for tickets created in the frontend.

SendNoAutoResponseRegExp

Configure which addresses should receive no auto response.

Hint

Auto-responses are also suppressed if the optional email header X-OTRS-Loop is set to true. Some emails, mostly automated generated, are also designed to skip auto-responses. Check the ticket history and communication log if needed.

See also

Managing Entities for more information on how to manage entities. There is also information about import and export of entities.

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