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Autoresponder based on User group

Discussion in 'Using Kayako Classic' started by Evgeny Kuchkov, Nov 1, 2017.

  1. Hi all,

    Basically I need to configure the scheme when some specific users send us a ticket (via email or kayako gui doesn't matter) we automatically reply him and close this ticket. I have specific user group for which I need to send autoresponder. How can I approach that since email parser rules allow filter by "User group" only in postprocessing where I cannot configure "Reply to the email"?
  2. Trying to overcome this I've created a separate priority 'NOT CONNECTED' for special type of users.
    Now I have a condition in post-parse rules based on user group - 'Change ticket priority' to 'NOT CONNECTED'.
    Then I goto templates and edit email_ticketautorespondertext and email_ticketautoresponderhtml to

    <{if $_ticketPriorityTitle == 'NOT CONNECTED'}>

    so now I have my custom phrase used in outgoing email for that template. But on the other hand now it doesn't go into else - no emails with notifications are dispatched for all other users using this template group.

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