Set up content for auto reply ticket and filter email ticket | Community
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Answered

Set up content for auto reply ticket and filter email ticket

  • February 19, 2024
  • 1 reply
  • 202 views
L

Hi Intercom team,

I have some concerns:

  1. How can I change the content of auto reply email. because when I set up it just showed to customer like this picture below:
  1. How can I filter type of email can be converted to ticket because all of email even spam emails are converted to ticket. email I set up in forwarding email on Intercom just a alias email so how can I filter only that alias email can receive and convert to ticket
     

I’m looking forward to your reply!

Best answer by bernice

Hey @Lisa SaveDay! 👋  

  1. So at the moment, you cannot change the content of this automatic email sent after a Customer facing ticket is created. This would be considered a feature request - I’ve logged this with the team for you!
  2. Filtering the types of emails that get converted into a ticket can be changed in your workflow you have setup to handle this - you could add rules like “contains” and filter for common spam keywords your team encounters. You could set up something like the following in a workflow:

Hope this helps! 

L
B

1 reply

bernice
Expert User ✨
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  • bernice
  • Expert User ✨
  • Answer
  • February 28, 2024

Hey @Lisa SaveDay! 👋  

  1. So at the moment, you cannot change the content of this automatic email sent after a Customer facing ticket is created. This would be considered a feature request - I’ve logged this with the team for you!
  2. Filtering the types of emails that get converted into a ticket can be changed in your workflow you have setup to handle this - you could add rules like “contains” and filter for common spam keywords your team encounters. You could set up something like the following in a workflow:

Hope this helps! 

B | Technical Support Engineer
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