Send Helpful Automated Emails Based on Issue in Email.

Idea created by 8066750 on May 25, 2016
    Under Consideration
    • Esther Alvarez
    • 8066750

    (Originally posted on 29, February 2016)

    Have an automated "troubleshoot" email sent to the user after submitting a ticket based on "Tags" or "Keywords" found in the email.

    Example: A user sends a ticket in on Microsoft Outlook not working. Based on "Outlook" and "Not Working", the user gets an automated reply on possible steps to take.

    This will allow the user to troubleshoot their own issues with the steps we provide as well as know what to do when/if this problem ever occurs again.

    Here's an example:


    Based on what category / subcategory I add the email under, it sends them how to's based on the tags / keywords in the email or w/e tags I add to the incident.
    What problem will this feature solve?: