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Time Based Auto Responder
Question asked by Terry Mann - 8/30/2021 at 2:02 PM
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Is there any way to present an auto-responder message based on time of day.  I dont see the option under Brand / AutoResponder but there may be an Event configuration that would handle the task.  I need one message to be sent to the sender during business hours and a different message to be sent during closed hours. Has anyone done this before? I cant seem to get it to work correctly.

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Kyle Kerst Replied
8/30/2021 at 2:16 PM
Employee Post
Hey there Terry! I think you should be able to accomplish this using the events system. We have an after-hours/holiday autoresponder set up that emails the submitting user if it's outside of our business hours. The business hours and holiday dates are set at the Brand level, then you can set the Outside Business Hours = True flag in the event configuration. Let me know how that works out for you :)
Kyle Kerst IT Coordinator SmarterTools Inc. www.smartertools.com
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Terry Mann Replied
8/31/2021 at 5:05 AM
Thanks Kyle. I got that much.  What ticket event is used to fire this? I tried Ticket Created and that doesn't fire when a ticket is created by email.
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Kyle Kerst Replied
8/31/2021 at 6:25 AM
Employee Post
Terry, the Ticket Created event should fire for all tickets that are created, regardless of how they came in. Do you see it attempt to send the autoresponder in the SMTP logs?
Kyle Kerst IT Coordinator SmarterTools Inc. www.smartertools.com
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Terry Mann Replied
9/1/2021 at 6:24 AM
I've disabled the department's auto responder under Brands.
I tried Event Action 'Send Reply to Ticket' and 'Send Canned Reply' linked to a canned reply message. I received no auto response message after emailing the department address.

Currently, the only filter enabled for the Ticket Created event is the appropriate Department.  Can you provide specifics on getting this to work?

Thanks
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Employee Replied
9/1/2021 at 3:06 PM
Employee Post
Terry, 

In the Actions do you have the Max Frequency set to None? If not, change that and try to trigger the event again.
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Terry Mann Replied
9/3/2021 at 2:01 AM
That didn't help Emily. I've tried every combination of actions settings:

Would it be possible to take a look at how SmarterTools is doing it and then let me know?
2
Employee Replied
9/7/2021 at 8:18 AM
Employee Post
Terry,

I don't have access to see how we have the two different autoresponders configured using Events. However, the below instructions are what I've provided to other customers when they wanted to send different autoresponders based on time of day.

  1. Configure the business hours in the Brand
  2. Configure an event to respond to tickets created during business hours
  3. Configure an event to respond to tickets created when you are closed for the weekend
Configuring Business Hours
  1. As the system administrator login to the management interface.
  2. Go to Settings > Brands, and edit your brand.
  3. In the Business hours tab you'll need to edit the hours for each day as needed.
Configure Event for Business Hours 
  1. As the system admin go to Settings > Events, click New to create a new event
  2. Name your event, select Tickets as the category, Ticket Created as the type.
  3. In the Conditions tab check the box for Outside Business Hours > Equals > False.
  4. In the Actions tab click Add Action.
  5. Select Send Reply to Ticket as the Action (you can also use "Send canned reply").
  6. Change Max Frequency to None, create your email body (you can use variables listed in the action modal)
  7. Click Ok, then click Save to save the whole event
Configure Event for Weekend Hours
  1. In Events click New and name your event, select Tickets as the category and Ticket Created as the type.
  2. In the Conditions tab check the box for Outside Business Hours > Equals > True.
  3. In the Actions tab click Add Action.
  4. Select Send Reply to Ticket as the Action (you can also use "Send canned reply").
  5. Change Max Frequency to None, create your email body (you can use variables listed in the action modal).
  6. Click Ok, then click Save to save the whole event.
If you are still not able to get this to work I suggest opening a technical support ticket so one of our support agents can look into this further for you.
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