Set Up Auto-Responder for Ticket Submission to Departments

Auto-responders allow System Administrators to configure an auto-response to customers. These can be configured to include helpful links and additional resources to commonly asked questions.

Applies to SmarterTrack 11.x-12.x

Follow these steps to configure an auto-responder for a Department's tickets:

  1. Log in to the SmarterTrack management interface as a System Administrator.
  2. Click the Settings icon.
  3. Expand the Configuration folders in the navigation pane.
  4. Click Email.
  5. Click the Autoresponders tab.
  6. Select the Department that you would like to edit.
  7. Edit the text of the auto-responder if desired.
  8. Enable auto-responder checkbox to activate the Auto-responder tab.
  9. On the Options tab, complete the following required fields: Max KB Search Results, KB Search Folder, and View Ticket Online Text.
  10. Click Save.

 

Applies to SmarterTrack 6.x - 10.x

Follow these steps to configure an auto-responder for a department's tickets:

  1. Log in to the SmarterTrack management interface as a system administrator.
  2. Click the settings icon.
  3. Expand the System Settings and Organization folders in the navigation pane.
  4. Click Departments. A list of available departments will load in the content pane.
  5. Select the desired department and click Edit.
  6. Click the Options tab.
  7. Select the Enable auto-responder checkbox to activate the Auto-responder tab.
  8. Click the Auto-responder tab.
  9. Complete the following required fields: Max KB Search Results, KB Search Folder, and View Ticket Online Text.
  10. Edit the text of the auto-responder if desired.
  11. Click Save.

For more information, please refer to the Departments page of the SmarterTrack Online Help.

 

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