Create a new auto respond email.

[lloydcodrington]

Hi All,

I am creating a new support department to gather information in relation to a new clients enquiry. However I want to send them a custom made auto respond email once they issue the ticket. Is there any way to create and assign a auto respond email to a particular support department?

 

Lloyd Codrington.

[Matt]

All departments use the same email template, but within the email template you can use an if statement to alter what is shown dependant on the department. For example:

 

{if $ticket_department eq "Support"}
Your ticket has been submitted to support and will be answered within 2 hours.
{elseif $ticket_department eq "Sales"}
Your ticket has been received by sales and will be responded to within 24 hours.
{/if}

 

Matt

[lloydcodrington]

Hi Matt,

Thanks for your reply. I have used the example you posted as a test and got the following message returned when I saved the template:

Template Error [Line 2]: syntax error: unrecognized tag: if $ticket_department eq "Technical Support"

[apollo1]

Nice tip, thank you.

[lloydcodrington]

Hi Apollo1,

Did you find a syntax that works as I got the error I mentioned above?

[apollo1]

Hi, no I didn't try it out. But I looked over the syntax and I can't see any errors. Perhaps try pasting the code into a ascii text editor, and then from there re-copy it and paste it into your email template. I noticed when I first pasted it into the email template, the colors/fonts came across so maybe that somehow caused a problem.

[lloydcodrington]

Apollo,

Yes that was the problem. You a star, thanks mate.

[apollo1]

Great! Yw.