Setting up autoresponders for different email queues

This topic guides you on what needs to be done to set up Autoresponders for different Email Queues.

Serving different customers via different support email addresses brings a natural need to send different automated emails.

Modifying responsible language phrases and templates:

  1. Insert the required language phrases in other languages.
  2. Modify Autoresponder templates.

The content used in automated emails.

Example: Autoresponder email is sent via the language phrases.

Two Parts of Language Phrases:

  • Identifier: The keyword used as a variable within the template code to call the text value.
  • Text Value: Contains the actual information/content displayed in the emails.

Responsible language phrases for autoresponder emails are:

  • arintro
  • arsubfooter
  • arfooter

Setting up autoresponders for different email queues

  1. Insert the required language phrases in another language:

    New language phrases can be inserted from Admin Interface > Languages > Phrases > Insert Phrase arintro. In the same way, you can insert other two language phrases arsubfooter and arfooter for the language you wish to use in automated emails.

  2. Modify autoresponder templates:

    Autoresponder templates are located under Admin Interface > Templates > Groups > Select the group > Templates > Tickets.

    Autoresponder TemplatesSend HTML Email (Admin Interface > Settings > Email)

    Further, you can make use of if statement to control the execution of a particular section of code. Following is an example to understand its usage:

    <{if $_ticket[emailqueueid] == '1'}>

    Execute block one:


    <{if $_ticket[emailqueueid] == '2'}>

    Execute block two:


    And so on.

    • Email queue ID can be checked by hovering the email queue under Admin Interface > Email Parser > Email Queues or from Cache Info, under Admin Interface > Diagnostics > Cache Info and searching for queuecache.
    • You can also make use of if-else statements instead of using different if statements.
  3. Rebuild helpdesk cache after making changes in Templates, from Admin Interface > Diagnostics > Rebuild Cache.
  • All language phrase variables are case-sensitive.
  • All newly added language identifiers must be unique.