I might be being too difficult here. But what I would like to do is specific automatic message for different subjects to let users first help themselves through our Help Center.
I imagine it like this:
- User writes us a ticket with the trigger word apple
- Automatic reply/macro sent: "We noticed that you've asked a question about apple. Please take a look at our FAQ articles to find your answer quickly."
- Ticket with tag is automatically set as solved.
- When this user didn't find their answer, but wants to write to us instead by replying on the same thread, we can receive the answer without automatically being solved.
I was thinking about adding another tag on which I can build another trigger like apple_auto_response_received, so that the second time they reply, we will receive the answer in our inbox.
Pretty advanced, right? Somebody ideas on it or better ideas how to deal with this flow?
Since the automatic FAQ suggestion in the ticket received response is not working for use, since this is only used for English, and our messages are in Dutch.
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