Overview
Custom auto-responses enable you to have allow Helpdesk+ to respond with a custom response if a customized message when a specific phrase is detected in a channel message contains a certain phrase. In addition to this response, you can display a button for the user . This feature allows users to include a button to create an issue or a custom button that resolves your chosen linking to a designated URL.
For
exampleinstance, if
someone usesa user mentions "wifi" in their
requestmessage, you can
defineset up a custom
message, allow the userresponse, prompt them to create a ticket
,and direct them to the
wifirelevant article in your knowledge base.
CustomThese custom auto-responses can
be used in conjunction withcomplement other automatic response types
. If the user uses the triggering phrase, the custom auto-response type will be displayed instead of the channel default settings.Any, overriding the default channel settings when the triggering phrase is detected.
You can define any number of custom phrases
can be definedto trigger responses.
Custom Auto-Responses Setup
Type /helpdesk configure in the channel where custom auto-responses will be used.
Click on Configure.
In the modal that is shownwindow, click on the Settings button under Custom Auto-Responses.
Click Add New.
In the displayed modalprompt, enter the triggering phrase.
The triggering phrase
must match exactly. For example,
"Wifi password reset" will only trigger if
those exact words are used in that order.
Shorter triggers like "wifi" or "password" are recommended.
Enter the message that Helpdesk+ should use to respond. This message can include formatting and links.
Optional:
Check the
box next to the Create Button to
include a button for users to
create a support ticket.
Click the checkbox
Check the box next to Custom Button, and provide the button text and
URL to
include a custom button
linking to the specified URL.
Helpdesk+ will now respond use custom auto-responses to handle trigger phrases using the custom auto-response functionalityas configured.