You can create and design automated replies for new, updated or closed tickets.

You need the Customer Support add-on and Administrator or Support admin access.

This article covers:

• How to create an automatic reply template
• Upsales default templates
• Turn off automatic replies

How to create an automatic reply template

1. Click Settings → Customer support → Automatic reply templates:
   
   
    
2. Click Create template:
   
   
    
3. Name your template and click Next: Design. For this example we'll create an automated email that confirms receipt of a support ticket and expected response time:
   
   
    
4. Upsales thinks of some text based on your chosen name. This can include dynamic tags. Click anywhere in the email make edits and change the style:
   
   
    
5. Click Settings, add any attachments, and click Save and exit:
   
   
    
6. The template now appears in Settings → Customer support → Automatic reply templates:
   
   
    
7. To use the email for automated replies, click Settings → Customer support → Email set-up:
   
   
    
8. Click Settings for auto replies:
   
   
    
9. Click the dropdown under new, updated, or closed tickets (check that the toggle button is activated) to select the template you've created:
   
   
    
10. Need to quickly add a different template? Upsales has you covered. Click to Create a new template and follow the process from Step 3 above:
    
    

Upsales default templates

Upsales provides a set of default templates for new, updated, or closed tickets. If you don’t want automatic replies to be sent, you can toggle them off. 

Upsales default templates are sent in the language you choose under Language for Upsales default in Settings for auto replies. This setting appears when at least one reply type uses Upsales default.

New tickets 

Upsales automatically sends a first reply to each new ticket received. If Upsales default is selected, this type of automatic email will be sent:

Updated tickets 

When you reply to a ticket, Upsales sends your reply as an automated message with the selected template. If Upsales default is selected, this type of automatic email will be sent:

Closed tickets 

For each ticket marked as solved, Upsales gives the option to send with a custom template. If Upsales default is selected, this type of automatic email will be sent:

Turn off automatic replies

To turn off automatic replies, go to Settings → Customer support → Email set-up. If you have multiple email inboxes, select the one you want to update. Then, click Settings for auto replies and choose which automatic replies you want to turn off.

What the customer receives when a reply type is turned off:

• New tickets: no automatic confirmation that you received their ticket.
• Updated tickets: your reply as a regular email with the previous conversation, without a template.
• Closed tickets: no template when the ticket is closed. If you write a reply when closing, the customer gets it as a regular email with the previous conversation.

Exclude specific senders

To stop automatic replies to some senders only, such as internal or no-reply addresses, use the lists at the bottom of Settings → Customer support → Email set-up:

1. Under Exclude domains from receiving auto replies or Exclude emails from receiving auto replies, enter a domain or email address and click Add.
2. In the list, tick New tickets, Updated tickets or Closed tickets for each reply type that sender should not receive.

A ticked reply type works for that sender as if it were turned off, as described above. If an email address and its domain are both listed, the settings for the email address apply.