e11 Help Desk Software Manual for customer support & service software
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Auto Responders are used to send predefined messages to both the clients and the representatives on various system events. For example, whenever the ticket is fixed, awaiting customer response or closed, an auto-responder can be set up with an appropriate message for the client.
Note: Now, you can decide whether to send the Auto Responder automatically everytime to the client, or to send it while replying to a ticket. If you would like to send the Auto Responder automatically to the client, every time the ticket is fixed, awaiting customer response or closed, you can enable the feature by checking the box Update Client via Email in Representative Functionalities. On the other hand, you can leave the Update Client via Email box, in the Representative Functionalities, unchecked for not sending the Auto Responder automatically. Then on the reply screen, check the box Update Client via Email to send the Auto Responder and leave the box unchecked for not sending it.
An auto responder has links to various sections, such as categories, escalation management, e-mail notification and triggers.
You can use the predefined variables, described in the Table below, while creating the auto responder message, as shown in the Figure 2-1-2. Predefined Variables are the system variables that can be used in the responder. The values are substituted later on from various sections of the system, such as client’s profile and company details.
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Predefined Variables |
Description |
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$Ticket_ID |
Unique ticket number allotted to every ticket. |
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$theSubject |
The subject matter of the ticket, i.e., what the ticket is all about. |
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$theFName |
First name of the client. |
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$theLName |
Last name of the client. |
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$theRepFName |
First name of the representative. |
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$theRepLName |
Last name of the representative. |
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$theUsername |
The login name of the client. |
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$thePassword |
Password of the client. |
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$theText |
Query of the client. |
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$theTicketViewLink |
Link to view the ticket. |
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$theTicketCloseLink |
Link to close the ticket. |
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$theTicketCancelLink |
Link to cancel the ticket. |
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$theCompany_Name |
Name of your company will be picked up from the Company Details. |
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$theProductName |
Product name of your company will be picked up from the Company Details. |
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$theCompanyEmail |
E-mail address of your company will be picked up from the Company Details. |
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$theContractStartDate |
Starting date of the client contract. |
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$theContractEndDate |
Last date of the client contract. |