"Auto-responders" in Support (email notifications that are sent in response to new ticket creation, ticket updates, etc.) are controlled by Triggers. There are a number of default triggers that are included when you create your instance, and these can be modified, deactivated, and added to as needed. It's important to understand that if you deactivate the triggers that send email notifications to your customers, your customers will not be notified when your agents update their tickets -- so use caution. Here's where to go to learn about triggers (I'd suggest starting at the top and working your way through the articles here): Triggers resources
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Dave Dyson
"Auto-responders" in Support (email notifications that are sent in response to new ticket creation, ticket updates, etc.) are controlled by Triggers. There are a number of default triggers that are included when you create your instance, and these can be modified, deactivated, and added to as needed. It's important to understand that if you deactivate the triggers that send email notifications to your customers, your customers will not be notified when your agents update their tickets -- so use caution. Here's where to go to learn about triggers (I'd suggest starting at the top and working your way through the articles here): Triggers resources
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