Using triggers, you can customize the auto-response when a user submits a new email ticket, based on which of your incoming email accounts they used.
For example, let's suppose you want to send a different response to users who email your email@example.com account, perhaps offering them a free trial. You will define a new email template for the custom response.
- You don't want the user to get the default auto-response as well as your custom response, so go to Admin > Tickets > New Ticket Triggers > Send auto-reply confirmation to user, and Add Criteria: select Email Account / is not / firstname.lastname@example.org
- Go to Admin > Tickets > New Ticket Triggers and click Add New Trigger.
- Click Add Criteria, select Email Account / is / email@example.com
- Add a new Send User Email action. If you haven't created one yet, you can create one now by selecting the Create new template option.
If you chose to create a new template, you will be redirected to the template editor where you can enter a new email.