Configuring GFI HelpDesk's default autoresponder emails

Autoresponder is the term used for acknowledgment emails dispatched when a new ticket is created in helpdesk.

Follow through this article to learn how you can configure when it should be dispatched, and also modify the content as well as layout.

Dispatch Settings

The table below shows you where to configure the dispatch settings for each of the ticket sources.

Ticket source Setting
Tickets created from Support Center
  • Dispatched per the user group of the active user.
  • This can be set from the Receives new ticket autoresponder setting for a user group in the Admin interface.
Tickets created via REST API
  • The Boolean value set for the ignoreautoresponder POST variable is responsible in case of ticket creation from the REST API.
  • For Staff API, the Boolean value set for sendautoresponder node in XML payload for creating a new ticket is considered.
Tickets created from emails This can be disabled globally for each email queue via theSend new ticket autoresponder setting in the Admin interface.
Tickets created from Staff interface

Users determine whether an autoresponder is dispatched by selecting the Send autoresponder checkbox while creating a ticket.

Send Email acts as an email client and only allows staff to send a copy of the ticket content.

On Premise Clients can tweak default checkbox selection via making custom tweaks to class.View_Ticket.php under ...apps\tickets\staff in the document root of helpdesk.

In case you want to nullify the autoresponder for emails received from particular sources or on the basis of certain criteria, you can make use of Pre Parser action set available in Admin interface > Options > Email Parser > Rules to disable autoresponder.

If new emails from a source are not triggering an autoresponder, (presuming, you have already cross-checked rules and email queue setting) check loop blockages and fine-tune existing loop blocker rules in Admin interface > Options > Email Parser > Loop Blockages / Loop Blocker rules. These rules are designed to prevent loops created by autoresponder/out-of-office emails dispatched from the user’s end.

Modifying Autoresponders

Language phrases in helpdesk contain the content, are referred to in templates and templates, in turn, are responsible for the layout of outgoing emails. Template and language selection is determined via how the ticket has been created.

The templates for autoresponder emails are email_ticketautoresponderhtml and email_ticketautorespondertext and can be accessed from Tickets group under Admin interface > Options > Templates > Templates.

Language phrases for a language pack can be searched and modified on the basis of identifier or text from Admin interface > Options > Languages > Search.

Template and Language Selection

The table below shows you where to configure the templates and the language settings for each of the ticket sources.

Ticket Source Setting
Tickets created from Support Center Template group accessed by the user and active language determines the language and template selection.
Tickets created via REST (REpresentational State Transfer) API Value set fortemplategroup POST variable (template group id) and the default language of that template group is used.
Tickets created from emails Template group linked to email queue from which email is parsed determines the template group to be used. The default language linked with the selected template group is used in case an explicit default language isn’t specified for user profile.



If a default language is selected to user profile from which ticket is created, it is prioritized over default language linked to applicable template group. This can be checked via Language setting under the Profile tab of a user profile from Staff interface > Users > Manage Users.

Tickets created from Staff interface User Group of the user and it’s linkage to a template group is considered for an existing user. If the user group is not explicitly linked to a template group or a new user is created (via Send Email), the default template group and its default language are considered.

Further reading: