Set Up Autoresponder for Ticket Submission to Departments

Autoresponders allow System Administrators to configure an automatic 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 autoresponder 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 autoresponder if desired.
8. Enable autoresponder checkbox to activate the Autoresponder 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 autoresponder 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 autoresponder checkbox to activate the Autoresponder tab.
8. Click the Autoresponder 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 autoresponder if desired.
11. Click Save.

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

Learn more about the SmarterTrack online help desk and how you can improve your overall customer service.