Auto-reply posts an automatic acknowledgment on new tickets so customers know they’ve been heard, and can swap in a dedicated away message for a date range when you’re out — both send from a real agent’s name, labelled as automatic.
Open the tab and pick a sender
- Open Settings (the gear icon) → Tickets → Automations, then scroll to the auto-reply settings below auto-close. This tab is owner-only.
- Choose “Send replies as” — pick the agent whose name and avatar automatic replies use, usually yourself. Only active agents appear in this list.
Auto-acknowledgment
- Check “Send an automatic acknowledgment on new tickets.”
- Write the “Acknowledgment message” (up to 2000 characters). It posts to the ticket, and is emailed to the customer, the moment they open a new ticket.
- Optional: check “Only send when no AI instant answer was sent” to skip the acknowledgment whenever Instant answers (Settings → AI features) already answered the customer. It still sends afterward once it’s clear no AI answer is coming.
Away / Vacation mode
- Check “Turn on away mode for a date range.”
- Set Start and End (date and time, in your local time as entered).
- Write the “Away message.” While the range is active, it fully replaces the acknowledgment on every new ticket — and unlike the acknowledgment, it still sends even after an AI instant answer.
- If End isn’t after Start, Save is blocked and an inline error appears; fix the range to continue.
- Turn the checkbox off, or just let the end date pass, to fall back to the plain acknowledgment (or nothing, if acknowledgment is off) automatically — you don’t have to remember to turn it off yourself.
Save it
Click Save. “Saved.” confirms it.
Good to know
Both the acknowledgment and the away message post as a real message from your chosen agent, labelled “Automatic reply” in the thread. Posting one does not move the ticket to Later or count as a human response — it still shows in Now until an agent actually replies.