There are two types of auto responders: Event Specific Auto Responders and General Purpose Auto Responders.
Event Specific Auto Responders: Event Specific Auto Responders are fired on occurrence of some specific events. For example, Fixed Ticket auto responder will be fired when your representative replies to a ticket with status “Fixed”.
General Purpose Auto Responders: General Purpose Auto Responders includes user created as well as three system auto responders, namely, All New Request, New Request and New Request Client Update. These auto responders are not associated with any event and can be used for different purposes. For example, suppose there are 3 categories in the application and you have attached one auto responder (from the above written) with each. If the client is creating a support request for a category or a technician is creating a ticket on behalf of the client, then the associated auto responder will be fired.
All the system auto responders with their description when they will be fired and event are discussed below.
|
S. No. |
System Auto Responder |
Event |
Description |
|
1. |
All New Request |
Can be associated with the category (New Ticket Creation). |
This is a default auto responder, which can be associated with categories and can be changed by other auto responders. |
|
2. |
AwaitingResponse |
On selecting the status “Awaiting Client Response” for any ticket. |
These will be fired when your representative replies to a ticket with status “Awaiting Client Response”. |
|
3. |
ClosedRequest |
On selecting the status “Closed” for any ticket. |
These will be fired when your representative replies to a ticket with status “Closed”. |
|
4. |
FixRequest |
On selecting the status “Fixed” for any ticket. |
These will be fired when your representative replies to a ticket with status “Fixed”. |
|
5. |
LostPassword |
For retrieving the lost password. |
These will be fired when client tries to get his password from client login window. |
|
6. |
NewClientInfo |
When a client is created dynamically. |
These will be fired when a client account is created through e-mail download. It is used to send login details to client. |
|
7. |
NewRequest |
Can be associated with the category (New Ticket Creation). |
This is a default auto responder, which can be associated with categories and can be changed by other auto responders. |
|
8. |
NewRequestClientUpdate |
Can be associated with the category (New Ticket Creation). |
This is a default auto responder, which can be associated with categories and can be changed by other auto responders. |
|
9. |
Rep Change Request |
When a ticket is assigned to another representative. |
When representative B pulls a ticket from representative A’s queue, this auto-responder is fired to representative A. |
|
10. |
RepEscalated |
When a ticket is escalated to another representative. |
These will be fired when a ticket is automatically forwarded to another representative due to similar escalation rule. |
|
11. |
TicketDeferred |
On selecting the status “Deferred” for any ticket. |
These will be fired when your representative replies to a ticket with status “Deferred”. |
|
12. |
UpdateRequest |
Client updates a ticket. |
When client updates an existing ticket, this auto responder is sent to the representative who is the owner of that ticket |