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Service Desk Admin Guide

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Service Desk Admin Panel > Service Desk Configuration > Autoresponder Settings
  • Introduction To Service Desk Module
    • Quick Start
    • Login To The Service Desk Module
  • Service Desk Admin Panel
    • Admin Panel Dashboard
      • View The Dashboard And Export Reports
      • View Alerts & Notifications
    • Service Desk Configuration
      • Company Profile And Support Portal Settings
      • Service Desk System Settings
      • Ticket Settings And Options
      • User Registration Settings
      • Email Settings And Options
      • Access Control Settings
      • Knowledge Base Settings And Options
      • Autoresponder Settings
      • Configure Alerts And Notices
      • Configure Two Factor Authentication
    • Manage Service Desk Components
      • Ticket Categories
      • Ticket Filters
      • Service Level Agreements (SLA)
      • API Keys
      • Client Portal Pages
        • Configure Your Support Center Page
      • Forms
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      • View And Manage Asset Types
      • Manage Materials And Expense Items
      • Manage Charging Plans
    • Email Management
      • Setup Your Support Email Addresses
      • Block User Email Addresses
      • Email Templates
      • Test Outgoing Email Settings
    • Manage Time Sheets
    • Manage Staff
      • Staff Members
      • Staff Roles
      • Departments
      • Time Sheet Templates
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    • Manage Announcements
    • Generate Reports
      • Time Log Reports
      • Ticket Report
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      • Service Types Reports
      • Department Ticket Reports
      • Agent Reports
      • Users Reports
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      • Scheduled Reports
    • Finance
      • Generate Cost Reports
      • Manage Contracts
  • Service Desk Staff Panel
    • Staff Panel Dashboard
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      • Manage Users
      • Manage Customers
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      • Ticket Details
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      • FAQs
      • Manage FAQ Categories
      • Canned Responses
    • Manage Projects
    • Manage Staff Time Sheets
    • Manage Calendars
  • Appendix 1 - Field Types In Custom Forms And Custom Lists
  • Appendix 2 - Ticket Priorities
  • Appendix 3 - How Charging Works In Service Desk
  • About ITarian

Autoresponder Settings


Click 'Admin Panel' > 'Settings' > 'Autoresponder'
  • An autoresponder is an email which is automatically sent to users immediately after certain events. For example, autoresponders are sent to users after they submit a ticket to confirm receipt of their request.
  • You can also send out autoresponders when staff create a new ticket, when a new reply is posted to a ticket, and when a user exceeds the maximum number of open tickets.
  • The 'Autoresponder Settings' interface lets you choose global autoresponder settings
  • You can also choose autoresponder settings for specific ticket categories, departments or email addresses. Category / department / email settings override the global setting.
  • You can view and edit the content of autoresponders at 'Admin Panel' > 'Emails' > 'Templates'.
  • See Email Templates for help to create and manage email templates.

Configure global autoresponder settings

  • Open the admin panel (see the last link on the left)
  • Click 'Settings' > 'Autoresponder'




    • New Ticket: A confirmation email is sent to users immediately after they submit a new ticket. This might be over-ridden by category specific responder settings.
    • See Ticket Categories to read more about categories.
    • New Ticket by Staff: A confirmation email is sent to users after a staff-member creates a ticket on their behalf. Note - staff have the option to disable the responder when creating the ticket.
    • See Create a new ticket on behalf of a user for more on this.
    • New Message - Emails sent out when a new comment/reply is posted to a ticket.
    • Submitter: Send receipt confirmation - A confirmation mail is sent to the person who posted the reply.
    • Participants: Send new activity notice - All collaborators on the ticket receive email notification of the new post.
    • Overlimit Notice: Notifies the user that their ticket was rejected because they already have the maximum number of open tickets. You can set the max. number at ‘Admin Panel’ > ‘Settings’ > ‘Tickets’.
    • See Ticket Settings and Options if you want to read more about ticket settings.

    Click 'Save Changes' for your settings to take effect.


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