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

This article covers:

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

How to create a 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. Just 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. 

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 a user replies to a ticket, Upsales also sends an automated message. 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 Setup. 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.