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changes.mady.by.user Megan Storie

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changes.mady.by.user Michelle Ruoff

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Overview

Automatically reminding users to create requests when they message your support channels is an easy way to enforce your process and make it easy for your users.

  • Auto-remind creates a threaded reply and reminds the user to create a support request.

  • Configure request types that are available for users in the channel settings.

  • This configuration is at the channel level; different channels can have other configurations.

On this page:

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Enabling

Enable auto-remind

Enable auto-reminder to remind users automatically to create requests when they write to your support team.

  1. Click

the

  1. Configure

button

  1. , or type /helpdesk configure.

  2. Click the checkbox next to

the

  1. Auto Create

button

  1. .

  2. Save the settings.

Configuring

Configure the auto-remind message

  1. Click

the

  1. Configure

button

  1. , or type /helpdesk configure.

  2. Click

the

  1. Settings

button

  1. under the Advanced section.

  2. Click

the

  1. Configure

button

  1. under the Auto Response Message section.

  2. Add your custom reminder message.

  3. Click

the

  1. Save

button

  1. .

Formatting

Format reminder messages with markdown

The text area used to add custom welcome messages accepts markdown formatting.

These basic visual styles are effortless to use:

  • _italic_ will produce italicized text.

  • *bold* will produce bold text.

  • ~strike~ will produce strikethrough text.