We need a feature that allows auto-replies to be sent within support tickets. I can send automatic emails using workflows triggered by certain criteria like ticket status etc, however, these emails are sent as marketing emails with a separate subject line to the original ticket.
This means that customers have two email threads, one with the original ticket and another with the automated email. When viewing the ticket in the support portal they can’t see this email reply so it looks as if we closed the ticket without response.
The automated email needs to be added to the ticket conversation and ideally it would not be send as marketing email as that means some contacts might miss out on important updates relating to their support tickets.
We receive a high number of product feedback tickets and we automate responses to this request type to ensure that customers receive timely feedback based on Jira issue status changes.
It is impossible to scale support as per your value proposition without integrated automation that feels seamless to customers.