autoresponder not sent on reply to existing ticket - Kayako

atDev · **autoresponder not sent on reply to existing ticket -** 08-09-2008, 11:42 PM

The autoresponder works if sending a ticket via email.

But if the user replies to that auto responder (ticket ID still in subject) they never get a autoresponder from this?

Checked the loopcutter and its not getting blocked there.

***John Haugeland*** · 09-09-2008, 12:57 AM

This is normal helpdesk behavior, and how things have always worked. Autoresponders have always only gone out to the first message in a message chain.

pkreil · 07:59 AM

You can create a new parser rule to generate an autoresponder for already existing tickets.

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atDev Offline Member Posts: 91 Join Date: Jan 2007	autoresponder not sent on reply to existing ticket - 08-09-2008, 11:42 PM The autoresponder works if sending a ticket via email. But if the user replies to that auto responder (ticket ID still in subject) they never get a autoresponder from this? Checked the loopcutter and its not getting blocked there.

pkreil Offline Member Posts: 64 Join Date: Feb 2008	09-09-2008, 07:58 AM You can create a new parser rule to generate an autoresponder for already existing tickets. pbk hosting - serving your business pbk solutions - it-solutions for your business Last edited by pkreil; 09-09-2008 at 07:59 AM..