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How to configure auto response settings in service desk

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Service Desk

  • Service Desk lets you define system emails which are automatically sent out in response to specific events.

  • For example, you can create notifications when a new ticket is created, when the number of open tickets exceeds a certain level, or when a new post is added to a ticket.

  • This page describes how to set global/default auto-responder settings. If required, you can disable some of these settings at the department, ticket category and incoming email levels.

Process in brief:

  • Log into ITarian then click ‘Applications’ > 'Service Desk'

  • Click 'Admin Panel' > 'Settings' > Autoresponder'

  • Set the Autoresponder parameters:

    • New Ticket

    • New Ticket by Staff

    • New Message

      • Submitter: Send receipt confirmation

      • Participants: Send new activity notice

    • Overlimit Notice

  • Click 'Save Changes'

Process in detail:

  • Log into ITarian then click ‘Applications’ > 'Service Desk'

  • Click 'Admin Panel' > 'Settings' > Autoresponder'


The following options are available:

  • Overlimit Notice – Sends a 'Ticket Denied' notification to an end-user if they try to create a ticket when they already have the maximum amount of open tickets.

    • Set the max number of tickets for a user - Click 'Admin Panel' > 'Settings' > 'Tickets' > scroll to the 'Maximum Open Tickets' setting.

  • New Message - Decide whether to send responder mails when a new post is made to a ticket

    • Submitter: Send a confirmation to the poster after they have added a new message to a ticket.

    • Participants: Send notifications to all ticket watchers whenever a new post is added to the ticket.

  • New Ticket by Staff - Sends a notification to an end-user when a staff member creates a ticket on the user's behalf.

    • Staff have the option disable this notification when they create the ticket.

  • New Ticket - Sends a notification email to the ticket owner when a new ticket is created.

    • This setting may be over-ridden by the setting the ticket category. Click 'Admin Panel' > 'Manage' > 'Ticket Categories'

  • Click 'Save Changes' to apply your settings.


Other places you can set autoresponder preferences

  • Ticket Category

  • If required, you can disable auto-responses for new tickets which belong to a specific category. This will over-rule any global settings.

    • Click 'Admin Panel' > 'Manage' > 'Ticket Categories'

    • Edit an existing category or create a new category

    • Scroll down to the 'Auto-response' setting. Enable or disable as required.

  • For example, your help page might have a menu which says 'Please select the area we can help you with', and offer categories such as 'Billing', 'Account Changes', 'Technical Support' and so forth.

  • A ticket category is a support topic presented to users to help them choose the area with which they need assistance.

  • Department

    • Service Desk allows you to assign staff members to specific departments. For example, a department called 'Account Changes' could be populated with staff who have the skill set to deal with such tickets.

    • New tickets can be routed to a specific department by a ticket category, by incoming mail settings, or by ticket filter settings.

    • If required, you can disable auto-responses for tickets which are assigned to a certain department. This will over-rule any global settings.

      • Click 'Admin Panel' > 'Staff' > 'Departments'

      • Edit an existing department or create a new department

      • Scroll down to the 'Autoresponder Settings' area. Enable or disable notifications as required.

  • Incoming Email

    • End-users can create tickets by sending an email to an address you provide. You can set up as many support email addresses as you wish.

    • Messages sent to a specific email address will be converted to a ticket and assigned to a department of your choice.

    • You can disable auto-responses for messages sent to specific email addresses. This will over-rule any global settings.

      • Click 'Admin Panel' > 'Emails' > 'Emails'

      • Edit an existing email or create a new email

      • Scroll to the 'New Ticket Settings' area. Enable or disable the auto-response setting as required.