Every Email account you create has a simple  New Ticket Trigger with two actions. These specify what happens automatically when a new Ticket is created from an Email sent to the account.

The Set Department Trigger sets the Department of the newly-created Ticket. Selecting a Department for this Trigger is compulsory, since Tickets must always have a Department.

The Send User Email Trigger is off by default. It enables you to send an Email to the Ticket’s User when it is created. You can select the New Ticket Auto-Response template for a simple acknowledgement Email.

You can choose whether to Include CC’s: if selected, this takes any non-Agents who were CC’d into the original Email message and adds them as CCs to the Ticket. This means they will receive copies of any Emails sent by Deskpro about this Ticket, even though they are not the Ticket owner.

The From Name setting sets the name the User will see the Email as coming from:

• Helpdesk Name is the helpdesk name you have set in Admin > Configuration > Branding.

• Alternatively you can set a custom name that you define.

The From Email controls which Email address the response Email comes from. You can either choose:

• The account set on the ticket e.g. if the User emailed help@yourcompany.com to create the Ticket, the reply is sent from help@.

• A specific account - for example, you might prefer to have auto-responses sent from info@ or noreply@.

Customizing Automatic Emails

If you don’t like the wording of an Email Template, you can edit it. You can also create completely new templates - for example, if you wanted a different auto-reply format for each Department.

See the section  Email Templates for more details.

The rules for many automatic Ticket processes are controlled by  Triggers for details.

The link between a Department and an Email account is made using built-in  Triggers.

Linking Email Accounts to Departments

Each Email account has a New Ticket Trigger which assigns Tickets submitted to that Email account to a specified Department. For example, you could have all Tickets created by emailing support@yourcompany.com assigned to the Support Department.

You can view and edit the Trigger by going to Channels > Emails > Accounts and selecting the relevant Email account.

You can also view and edit these Triggers for each Email account in Email Triggers under Business Rules > Triggers.

Linking Non-Email Tickets to Email Accounts

The New Ticket Trigger in a Department’s properties screen sets the Email account to use for Tickets not submitted through Email - for example, via the Help Center from an embedded form or the API - in that Department. The selected account will be used to send messages related to the Ticket. For example, a Ticket submitted to the Support Department via the web would have its Emails sent fromsupport@yourcompany.com.

You can also view and edit these Triggers for each Department by going to Department Triggers under Business Rules > Triggers.

The Ticket Updated Trigger sets the Email account when an existing Ticket is changed to the Department.