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Event type ID: 1039




Overview

The Service Desk Inbound Email Auto Response is an optional extension to the Inbound Mail feature.  It is an event that is designed to provide an automated reply to a customer who has raised a service desk ticket via email or the End User Portal.

The process starts with an end customer either emailing a Service Desk mailbox or submitting a new ticket via the End User Portal.
Once the email has been retrieved by the system and a service desk ticket has been created, the event is triggered.
Depending on the configuration of the event's message template, the ticket creator can receive a message that can contain some basic information about the ticket they have raised as a confirmation.

Prerequisites

This event works in conjunction with the following modules. All modules must be enabled for this event to fire.

Licensing

This event is:

  • a standard event
  • included for subscribers to the Service Desk Module Inbound Email extension.
  • a standalone event available upon request (please contact your Account Manager)





Trigger

The process starts with an end customer either emailing a Service Desk mailbox or submitting a new ticket via the End User Portal.
Once the email has been retrieved by the system and a service desk ticket has been created, the event is triggered.
Depending on the configuration of the event's message template, the ticket creator can receive a message that can contain some basic information about the ticket they have raised as a confirmation.

This event will not trigger when an existing ticket is updated.

Action Types

The event supports the following actions. 

  • Message
  • SMS
  • Log
  • On Screen

Template Variables

The following event message template variables are available in the event.

  • Time Created
  • Date Created
  • Ticket Number
  • Sub Category
  • Category
  • Queue Name
  • Subject
  • Original Email Content - This is the email message that was sent in (received) by the ticket creator.


If the message template is configured to send to either Primary or Billing contact email addresses, and the email has been received from a different email address on a different contact type (say from a secondary contact), then the outgoing email won't be sent to the same email address. Please be aware of this when configuring your message template.


No thresholds apply to this event.

Related Events

Event type IDName
1045Customer Updates Service Desk Ticket
928Service Provider Updates Service Desk Ticket



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