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Auto Responder When Discussion Is Closed

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Elastic Email Support Team

06 Feb, 2017 06:48 PM

Can you create an autoresponder that sends an email to the client when you close a discussion? If not, do you have anything else that would work similar?

Thanks
Michael

1. 1 Posted by Elastic Email S... on 07 Feb, 2017 03:39 PM

   

   Anyone there?

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2. Support Staff 2 Posted by Courtenay on 07 Feb, 2017 10:05 PM

   

   The closest thing we have is to use an echo with "comment & close".

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3. 3 Posted by Elastic Email S... on 08 Feb, 2017 07:20 PM

   

   Is Tender doing any further enhancements or development? We have been a customer for a very long time and do not see new features helping us with our workflow. This type of auto-responder seems fairly straight forward to implement and seems to make good sense for a support system...

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4. Support Staff 4 Posted by Courtenay on 09 Feb, 2017 02:18 AM

   

   Can you tell me a bit more about your use case? Maybe some examples.

   We do tend to implement new things - there's about a decade of ideas! I haven't heard this one before! Some other customers implemented a web hook that receives discussions and does advanced stuff on them for the custom workflow.
   For example there are a few ways a discussion can close, for example the activity timeout or the bulk close and everyone would implement it differently. In our case we find the majority of people like silently closing a discussion because otherwise it invites unnecessary lengthy closing conversations.
   If you can give me some more information we can take this further!

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5. 5 Posted by Elastic Email S... on 09 Feb, 2017 06:26 PM

   

   Well we like the auto responder when a client OPENS a discussion. This gives out a bunch of great information to them about how to help themeselves if possible based on the category they have chosen.

   when the thread is done, we want to CLOSE the discussion or comment and close and it would be great to send out another auto responder on CLOSE. I get these all the time from help services... After the agent is done with you, another email comes with details to the case saying we are considering this resolved, if you would like to re-open click here... if you are happy with our services please take the time to fill out this survey here... etc etc...

   I mean we can get this with an echo template for sure and maybe we'll try that first, but it just seems to scream automation to me just like the initial OPEN auto responder.

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6. 6 Posted by Elastic Email S... on 09 Feb, 2017 06:28 PM

   

   Also we looked at webhook but it doesn't have an option to fire on close it seemed.

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7. 7 Posted by Elastic Email S... on 09 Feb, 2017 09:19 PM

   

   we will start with the echo template for this and see how it goes as you are right we might want different types of auto responders going out depending on the situation.

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8. Support Staff 8 Posted by Courtenay on 09 Feb, 2017 10:14 PM

   

   Right. So, the whole 'send a survey' thing is high up on the list of new products we'd like to build. It's a bit more than just an autoresponder because now you've got feedback and metrics and reports and so on. However try the echo template - there are hot keys you can use from a discussion page (hit ? to see them) which makes it pretty fast.

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9. Support Staff 9 Posted by Courtenay on 09 Feb, 2017 10:35 PM

   

   You should also be able to do this in your regular mail template

   {% if state == "resolved" %}
   …
   {% endif %}
   

   so if you send a final reply and 'comment & close', it will show the text in the block.

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10. Courtenay closed this discussion on 09 Feb, 2017 10:35 PM.