The auto-responder is the most advanced multi-channel response automation built for modern support teams. It gives you precise control over when, how, and where customers receive automatic replies—whether during holidays, after hours, or when assigned agents are unavailable.

Auto-responses are sent directly on the same channel the ticket originated from—Slack, MS Teams, or email. They are sent by a bot that adopts your organization’s name and icon by default, so make sure those are configured before you turn it on.

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What makes it powerful

Flexible triggers

Supports both ticket created and message received as trigger types, giving you precise control over when responses are sent.

Channel-aware

Automatically replies based on the original channel—Slack, MS Teams, or email—maintaining a consistent experience for customers.

Branded responses

Messages are sent by a bot named after your organization with its logo, ensuring professional and consistent communication.

Intelligent conditions

Rules can be triggered during holidays, outside business hours, or when an agent or group is unavailable.

Advanced filtering

Target responses based on priority, tags, assignee, or ticket title to tailor messages for specific scenarios.

Scheduled automation

Configure holiday-specific auto-responders in advance, so they activate automatically when needed.

Centralized management

All rules are visible in one place and can be easily managed, providing a clear overview of your automation.

Rich formatting

Auto-response messages support rich text formatting like bold, italics, and lists for more effective communication.

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Step-by-step: how to create an auto-responder rule

1

Go to auto-responder settings

Navigate to Settings → Customer support → Auto-responder.

2

Click 'Create your first rule'

If no rules exist, you’ll see a blank state. Click the button to begin.

3

Set the rule overview

Give the rule a clear name, like “Memorial Day autoresponder”.

4

Choose when the auto-responder activates

Pick one:

  • When a ticket is created: responds when a new ticket is submitted.
  • When a message is received: responds when a message is sent on an assigned ticket.
5

Add conditions (optional)

Apply conditions to control when the response is sent:

  • Outside business hours.
  • During holidays (you can select specific holidays).
  • When assigned member is unavailable or on leave.
  • When assigned group is unavailable or on holiday.
6

Use advanced filters (optional)

Add targeting filters such as:

  • Ticket status, priority, or type.
  • Tags, assignee, or escalation status.
  • Customer email, account, or AI-generated summaries.
7

Write your auto-response message

Use rich text to format your message.

Example:

Thanks for your message!

Our team is currently out for Memorial Day and will return on Tuesday. We’ll get back to you shortly.

8

Click 'Create rule' to save and activate it

Your rule is now live and will respond based on the conditions you set.

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Example use cases

Ticket acknowledgment

Trigger: When a ticket is created

Message: “Thanks for reaching out. We’ve received your request.”

Holiday responder

Trigger: Ticket created

Condition: During holidays → July 4th

Message: “We’re offline today for Independence Day. We’ll respond as soon as we’re back.”

After-hours fallback

Trigger: Message received

Condition: Outside business hours

Message: “Hey! Our team is currently offline. We’ll get back to you during our working hours.”

Plan-based response time

Trigger: Ticket created

Filter: Account plan field is “Basic”

Message: “Thank you for contacting us. As a Basic plan user, your request will be addressed within 48 hours. To receive faster support, consider upgrading to our Premium plan.”