Configuring Auto-Reply Emails

Send automatic confirmation emails when customers submit tickets.

What Are Auto-Replies?

Auto-replies are automatic emails sent to customers immediately after they submit a support ticket. They confirm receipt and set expectations.

Enabling Auto-Reply

1. Go to Settings → Auto-Reply
2. Toggle Enable Auto-Reply on
3. Customize subject and message
4. Click Save

Customizing Your Auto-Reply

Subject Line

Example: "We received your message - Ticket #{{ticket_number}}"

Message Body

Write a friendly confirmation message. Available variables:

• {{ticket_number}} - The ticket ID
• {{customer_name}} - Customer's name
• {{shop_name}} - Your store name
• {{ticket_subject}} - Subject of their message

Example Auto-Reply

Hi {{customer_name}},

Thanks for contacting {{shop_name}}! We've received your message and created ticket #{{ticket_number}}.

Our team typically responds within 24 hours. In the meantime, check out our FAQ for quick answers.

Talk soon,
The {{shop_name}} Team

Adding Your Logo

1. Find the Logo URL field
2. Enter the URL of your logo image
3. Logo appears at the top of auto-reply emails

Previewing Your Auto-Reply

Click Preview to see how your auto-reply will look to customers.