Alisha Posted February 1 Share Posted February 1 Good afternoon, When a customer replies to an email of a Closed request, we would like to send an automated response back to them saying something like, "Sorry, this request is now closed. If you are still experiencing issues, please log a new request." How can we do this please? Many thanks, Alisha Link to comment Share on other sites More sharing options...
HHH Posted February 7 Share Posted February 7 Great idea @Alisha. Following and +1 if it can't be done in current version Link to comment Share on other sites More sharing options...
Martyn Houghton Posted February 7 Share Posted February 7 +1 for us as well Link to comment Share on other sites More sharing options...
samwoo Posted February 8 Share Posted February 8 +1 Link to comment Share on other sites More sharing options...
Andrew Parsons Posted February 8 Share Posted February 8 +100 In general, the ability to add a rule in the inbox to auto reply would also be handy (therefore if it fails all other rules, it fires a mail back) Link to comment Share on other sites More sharing options...
JJack Posted February 8 Share Posted February 8 +1 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted February 8 Share Posted February 8 +1 would improve customer experience post closure no end Link to comment Share on other sites More sharing options...
James Ainsworth Posted February 27 Share Posted February 27 This requirement had been discussed here There is a change proposal in our backlog. It has not yet been accepted for development. We will continue to review the requirement and let you know if there are any changes in its status. Link to comment Share on other sites More sharing options...
HGrigsby Posted February 28 Share Posted February 28 +1 for us as well please Helen Link to comment Share on other sites More sharing options...
JJack Posted February 28 Share Posted February 28 +1 +1 too for the idea of a general facility to auto-reply to incoming emails whether or not they are closed and whether or not they mention an existing call Link to comment Share on other sites More sharing options...
davidrb84 Posted February 29 Share Posted February 29 +1 for us too. We're moving away from email entirely as an inbound channel. We can create a filter for replies to "closed" tickets, but replies to "update" tickets that are now closed will soon just sit unanswered (or more likely we'll have to develop a solution in-house for this) I'm sure we're not the only ones moving away from email. Link to comment Share on other sites More sharing options...
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