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

instance, if

a user mentions "wifi" in their

message, you can

set up a custom

response, prompt them to create a ticket, and direct them to the

relevant article in your

knowledgebase.

These custom auto-responses can

complement other automatic response types

, overriding the default channel settings when the triggering phrase is detected.

You can define any number of custom phrases

to trigger responses.

Custom Auto-Responses Setup

1. Type /helpdesk configure in the channel where custom auto-responses will be used.

2. Click Configure.

3. In the modal that is shownwindow, click the Settings button under Custom Auto-Responses.

4. Click Add New.

5. In the displayed modalprompt, enter the triggering phrase.

7. Enter the message that Helpdesk+ should use to respond. This message can include formatting and links.

8. Optional:

7. • Check the

7. • box next to Create Button to

7. • include a button for users to

7. • create a support ticket.

7. • Check the box next to Custom Button, and provide the button text and

7. • URL to

7. • include a custom button

7. • linking to the specified URL.

Helpdesk+ will now respond use custom auto-responses to handle trigger phrases using the custom auto-response functionalityas configured.