Autoreply
Users like to receive an automated email saying that we received their email. I would be nice to send am autoreply, every time a user submits such a thing. Perhaps optional administration feature.
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1 Posted by Will on 05 Dec, 2008 04:21 PM
+1 for emailed related content. A custom autoreply would be cool.
2 Posted by hexorx on 05 Dec, 2008 09:41 PM
It would be nice if in the auto reply they could be given a reference # of sorts for tracking. We use our current ticket system for closing accounts so if an account isn't closed by a bill cycle the customer has proof (ticket # given in auto response) that they did put the request in.
Support Staff 3 Posted by Courtenay on 06 Dec, 2008 12:51 AM
We send replies by email (which can be replied to, by the user) so in theory it wouldn't be hard to just send out the initial email.
4 Posted by brad on 17 Jan, 2009 01:14 AM
I'd like to be able to filter emails for keywords and generate auto responses based on a combination of those keywords. Advanced functions should manage the response to the auto response so that 0 response = a closed issue, while a response + = an unresolved issue.
5 Posted by Tobias Lütke on 19 Jan, 2009 03:07 PM
I can confirm that this actually improves perception of support responsiveness. We implemented this manually before and sent a email that told customers to expect an answer within 1-2 business days and satisfaction rates for support went up by a lot.
Courtenay: This is the kind of stuff liquid was made for. Please allow us to use liquid in such an auto responder, there are lot of reasons for which you want logic in such a feature that's hard to envision. One example would be that I'd love to send a different turnaround estimate to emails that arrive during certain hours of the day or during the weekend.
Support Staff 6 Posted by Courtenay on 21 Jan, 2009 06:33 AM
Hey guys,
I'm nearly done building this feature. You'll have a big list of autoresponders, but only one responder per category can be active. This way you might have a prepared "Sorry, we're under heavy load right now" or "We're migrating, please wait.." that you can easily switch on.
However, I'd like to ask what variables you'd like exposed in the Liquid and an example of the Liquid so I can test it.
Thanks!
Support Staff 7 Posted by Courtenay on 21 Jan, 2009 06:34 AM
(obviously you wouldn't want to send out two autoresponder emails, hah) but having different ones for each category should help
8 Posted by Tobias Lütke on 21 Jan, 2009 02:09 PM
You can start with a few obvious ones:
You should also create a global drop which contains information about the tender installation:
That's a good starting point. More can be added once more things move to liquid such as the customizable frontpage text and things like "A ticket has been attached to this discussion" and things like that.
Cheers Courtney, that's really great that you are adding this so quickly.
9 Posted by hexorx on 28 Jan, 2009 08:19 PM
It would be nice to give them a link to the ticket that was created by the email or a ticket number.
10 Posted by System on 04 Feb, 2009 11:23 PM
This discussion was assigned to ticket 220.
11 Posted by hexorx on 13 Apr, 2009 02:55 PM
Just wondering when this feature might be launched? Sounded like Courtenay almost had it done Jan 20th. Auto replies are the last feature we need before we can switch over to Tender completely and get rid of OTRS (aka 'the suck'). Maintaining two systems is a pain but our customers are use to getting a response with the ticket/discussion number so they can call us about it if they need to.
12 Posted by Kyle Neath (Git... on 13 Apr, 2009 06:32 PM
Rule of thumb: don't ever believe what Courtenay says is almost done ;)
But seriously, it's almost done this time. We started testing it on our staging server on Friday, so it needs a little more polish & testing then we'll push it out.
Support Staff 13 Posted by Courtenay on 13 Apr, 2009 06:57 PM
Unfortunately for feature expediency, there's a large queue that all
features must traverse before becoming available to the general public.
14 Posted by Thomas Knoll on 08 May, 2009 05:21 PM
Anxious to test this feature. I would consider it a make-or-break feature.
15 Posted by Will on 08 May, 2009 08:18 PM
Thomas, we're RIGHT on the edge of this one. Last night we did some final QA and we have a few things to check over again and tweak before we start rolling it out.
16 Posted by Kyle Neath (Git... on 11 May, 2009 08:10 AM
Live! If you go to Admin -> Site Settings -> Email Settings -> Autoresponders you can set up autoreply for your install.
Have fun!
Kyle Neath (GitHub Staff) closed this discussion on 11 May, 2009 08:10 AM.