The AutoReply Template for incoming email

Audience

Agent, End-User(Administrator)

What is it?

When you have configured a mailbox, you can optionally configure automatic replies to new incoming email. Automatic replies are plain-text and you can include the following variables in the message or subject line.

Who will use it?

Any Manuscript Admin user

How is it used?

The placeholder will be substituted with the appropriate value when the message is sent.

{case}      the case ID number
{sender}    the sender's email address
{subject}   the subject of the incoming message
{ticket}    the external customer reference number to this case; includes a random password for security
{url}       the URL of the Manuscript install
{ticketurl} a link the customer can use to check the status of their case
{fullname}  the full name associated with this mailbox
{email}     the email address associated with this mailbox

 Note:

• The outgoing subject must include (Case {case}), to ensure that if the customer replies to the automatic reply, their email will be appended to the same case instead of opening a new one.  
• Manuscript will not automatically reply to subsequent emails on a case, as the correspondent has already received confirmation of this particular case reaching the system.