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Auto reply to acknowledge receipt

An auto reply is a great way to let your customers know you've received their request. Enchant will only send one auto reply per ticket, when the ticket is created.

Auto replies can be configured separately for each inbox.

How to add an auto reply to an inbox

From within the inbox settings page, click Auto Reply from the sidebar.

From inside, you can activate auto replies for your inbox:

Remember to add any signatures needed as auto replies do not include signatures by default.

Placeholders

Auto replies support the following placeholders:

  • {{ticket.id}}: A unique identifier for the ticket, useful when creating links that integrate with external systems
  • {{ticket.number}}: The ticket number as seen within Enchant. Use this to provide a reference number to your customers

Including a ticket reference number

A ticket reference number can be added by using the {{ticket.number}} placeholder. Add a message like the following to the auto reply body:

We've received your request. Your reference number is #{{ticket.number}}.

Only sending auto replies outside of business hours

Sending an auto response during business hours may not make sense if your team is able to respond quickly. In that case, you may only want to send auto replies when a ticket is received outside of business hours. This will let your customers know that they won't receive a reply immediately and will also give them some idea about when they can expect a response.