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Helpdesk Auto-Reply

This addon significantly improves your customer support efficiency by automating initial interactions and providing quick response tools for your technical team.

Auto-Replies​

Automate message sending when a ticket is created by a customer.

  • Department Targeting: Define specific replies for departments like "Technical Support", "Sales", etc., or a global reply.
  • Schedule Management: Enable replies only outside business hours or during weekends using the day and hour selector.
  • Dynamic Variables: Personalize your messages with the customer's first name, ticket ID, application name, etc.

Auto-reply configuration

Canned Responses​

Save time on recurring requests with a library of ready-to-use responses.

  • Quick Access: Available directly in the ticket management view via a dedicated sidebar panel.
  • Auto-Close: Option to configure certain responses to automatically close the ticket after sending (ideal for closing messages).
  • Copy or Direct Send: Choose to copy the content into your reply field for editing, or send it directly with a single click.

Ticket view

Canned responses management

Internationalization​

Native translation support for names and message bodies (FR/EN by default). You can add your own translations via the administration interface.

Internationalization

Available variables​

You can use the following variables in your templates and responses:

  • {firstname} / {lastname} / {name}: Customer information
  • {ticket_id} / {ticket_uuid}: Ticket identifiers
  • {department}: Name of the relevant department
  • {priority}: Ticket priority
  • {app_name} / {app_url}: Your platform's information
  • {date}: Current date and time