Auto Ticket Responses

[Rolodex]

Hi All,

Just another quick question regarding new tickets. Is there a way for an auto-response to occur when a client submits a ticket with certain criteria?

ie: If the client selects the category X ticket, it will automatically reply to the ticket with certain criteria (ie:, since you selected X, here are 2 forms you need to fill out before we can progress with your ticket).

I know there are canned responses, in which the staff can select them. However I don't believe you can include attachments in these canned responses. Maybe I can link them manually in the canned response. But this is still a manual process for selecting the response.

The other way is to use a Knowledge Base, however can these be auto-responded in an open ticket?

I'm thinking I can use a tandem of both, like create a KB, then link to that KB in a canned response, but it would still require agents to manually select that canned response.

Is there a more efficient way to achieve this, that I might be missing?

Thanks in advance!

[Klemen]

Unfortunately no, there is no way to create auto-responses in Hesk.

[Rolodex]

Ah ok no worries, thanks Klemen.