Overview

Custom auto-responses allow Helpdesk+ to respond with a customized message when a specific phrase is detected in a channel message. This feature allows users to include a button to create an issue or a custom button 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 knowledge base.

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

Type /helpdesk configure in the channel where custom auto-responses will be used.
Click on Configure.
In the modal window, click on the Settings button under Custom Auto-Responses.
Click Add New.
In the prompt, 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.
- 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 use custom auto-responses to handle trigger phrases as configured.