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Customize Auto-Reply on Ticket Creation

Hello all,

I've found where to enable auto-replies when tickets are created but I would to customize the message so instead of simply stating the ticket number and listing the issue they just emailed in, I would like it to say something like 'Thank you for submitting a ticket instead of leaving a vague and damp post-it note on my lunch in the breakroom fridge...' Then note their ticket # and direct them to our FAQS/Helpdesk site while they wait for a techs response. Does anyone know if this is possible and if so, how?

TIA

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typhoon87

have you checked Setup --> Email --> Templates

From there you can edit the email templates or create new ones per status and or request types

pabely

Exactly, the same as other templates controlled here.

heatherz

pabely and typhoon87 I had found those but none of them looked like what I received in my test. I will try editing it and see if it changes. thank you both!

pabely

Are New Tickets being created via E-Mail submission or from the Client Interface?

AnizHelpdesk

Hello - we are wondering if you an change the layout more than just with this tool, as it seems very limited. Are we able to create a template for updates and replies? We would like to think the email down if possible and just email the update text rather than the whole email if possible?

Thanks for any advise (I am new to this so I know nothing!)

pabely

Only via Setup > E-mail > Options