Automated Reply to email/ticket

[HelBle]

Hello,
I'm trying to set up an auto reply to tickets. If a ticket/email is sent to us, I'd like it to auto reply something like Thanks for reaching out, we will get back to you in X business hours and include the associated ticket number. I found some old asks for this and it looks like that feature may have been depreciated? Is there still a way to use this? 

[Jnix284 · Accepted solution]

Hi @HelBle, happy to help!

Here are the steps:

1 - Open your Settings (widget icon in top right navigation)

2 - on the left sidebar, scroll to Objects and expand the section and click Tickets

3 - Click the Pipelines tab in the middle pane

4 - Choose the pipeline you want to add the automation for

5 - Scroll down a little bit and click Automate:

6 - Scroll down and expand the "Create workflows from scratch"

7 - then click in the box and it will generate two automations, one to send an email when a new ticket is created and the other when closed. You can edit them as needed from there.

[SHalperin]

It seems the instructions to add an automated reply are out of date. In step 7. it says, "then click in the box and it will generate two automations". I'm not seeing the two autmations. I'm seeing "Create workflow action".

Help is appreciated to define the workflow for auto-reply.

[SMalcolm7]

How do I set the contact as a Marketing contact when they might not be a contact yet for a new support ticket?

[SBrooks10]

I am finding when using this that when I manually create a ticket and associate the ticket to a contact from the ticket creation card, it will send that contact the automated email. Is there a better way to do this so that it will not send them the automated email? 

[himanshurauthan · Accepted solution]

Hi @HelBle,

To set up an auto-reply for tickets, follow these steps:

1. Go to Settings (the gear icon in the top-right).
2. Navigate to Objects on the left sidebar and click Tickets.
3. Click the Pipelines tab.
4. Select the pipeline you want to automate.
5. Scroll down and click on Automate.
6. In the automation section, expand Create workflows from scratch.
7. Set up an automation to send an email when a new ticket is created. Customize the email to say something like, "Thanks for reaching out! We will get back to you within X business hours. Your ticket number is [Ticket Number]."

This will ensure an automatic reply goes out with each ticket submission.

Best regards!

[Jnix284 · Accepted solution]

Hi @HelBle, happy to help!

Here are the steps:

1 - Open your Settings (widget icon in top right navigation)

2 - on the left sidebar, scroll to Objects and expand the section and click Tickets

3 - Click the Pipelines tab in the middle pane

4 - Choose the pipeline you want to add the automation for

5 - Scroll down a little bit and click Automate:

6 - Scroll down and expand the "Create workflows from scratch"

7 - then click in the box and it will generate two automations, one to send an email when a new ticket is created and the other when closed. You can edit them as needed from there.

[MAlbanese]

Thank you for this! While it appears straightforward, I am running into a problem with the automated emails as it appears it requres a Marketing Hub subscription. I am able to complete all of the above steps until I need to assign an email to send (which is not possible). We need to send follow up emails to users who have not responded to us in X days but I cannot add more templates without paying for Marketing Hub. Is there any other way to accomplish this? 

[Jnix284]

@MAlbanese you're correct, it does require a marketing hub subscription - I apologize for the delay, I was not able to access my community account for some time now.

[MMcIntyre24]

I agree, I'm trying to do this and reading about the possibility to do it as a transactional email as all we want to do is respond to the customer letting them know that we received their order and they should be receiving a confirmation before the end of the day. @Jnix284 is there a way to do this? 

[Jnix284]

@MMcIntyre24 you can find information about using transactional emails here. If you have further questions, I recommend starting a new thread and linking to this one as your question is quite different from the original and you'll receive a faster response from the community if you create a new post.