Overview
Custom auto-responses
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allow Helpdesk+ to respond with a
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customized message when a specific phrase is detected in a channel message
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. This feature allows users to include a button to create an issue
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or a custom button
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linking to
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a designated URL
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.
For
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instance, if
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a user mentions "wifi" in their
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message, you can
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set up a custom
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response, prompt them to create a ticket, and direct them to the
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relevant article in your
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knowledgebase.
What to Know
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These custom auto-responses can complement other automatic response types
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, overriding the default channel settings when the triggering phrase is detected.
You can define any number of custom phrases
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to trigger responses.
Custom Auto-Responses Setup
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Type
/helpdesk configurein the channel where custom auto-responses will be used.Click Configure.
In the
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window, click
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Settings
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under Custom Auto-Responses.
Click Add New.
In the
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prompt, enter the triggering phrase.
The triggering phrase
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must match exactly. For example,
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"Wifi password reset" will only trigger if
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those exact words are used in that order.
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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:
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Check the
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box next to Create Button to
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include a button
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for users to create a support ticket.
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Check the box next to Custom Button, and provide the button text and
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URL to
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include a custom button
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linking to the specified URL.
Helpdesk+ will now
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use custom auto-responses to handle trigger phrases
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A custom auto-response to the word "wifi", providing both a create and custom button:
The custom auto response configuration for that channel:
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as configured.
