Auto Response Assignments

Question

Hi All,How can I create an auto-response in Front that sends an email to the client, informing them that their ticket has been created and assigned to a consultant?PS: Keep in mind that we have a number of consultants, so the system (front) should automatically select the assigned consultant and insert their name into the auto-response.

joshua_sapola · Accepted Answer

Step-by-step: Auto-reply with assignee name (Solution)

1) Create the message template

Settings → Company (or Workspace) → Message templates → New template.
Name it: Assignment confirmation (with assignee).
Body (copy / paste):

Text in template “Your ticket has been created and assigned to {{conversation.custom.assignee_name}}. They’ll be in touch shortly.”

{{conversation.custom.assignee_name}} is the variable that populates the name of the Assignee

2) Create the custom fields

Settings → Company / Custom Fields / Conversations.

Create conversation custom field / Name: Assignee Name, Type: Text

3) Create the rule that fires after assignment

Settings → Company → Rules → Create rule.
Name the rule: Auto-reply Assignment.

4) Trigger (When)

Choose When Inbound message is received.

5) Condition(s) (If)

Conversation is in (Select Inbox).

6) Action(s) (Then)

Assign to (Teammates)
Update Custom Field ( Update/conversation/ (custom field created in step 2), Value to: Assignee Name
Reply: Once Using: (Select template created in step 1)

Sadie · Answer

Hello! Thanks for outlining this workflow. As it turns out, there isn’t a currently available message template variable that would allow for the assignee information. https://help.front.com/en/articles/2306

BUT I’m still very happy you reached out about it. In fact, I encourage you to submit a request for it at this link.

This feature submission form is linked to our Product Ideas Portal which is accessible to all users. When features are submitted, they are listed in the Ideas Portal and can be upvoted by other Front customers who may want the same feature to improve their team's workflows. You'll receive an email update if your feature is developed and shipped! Exciting

Most of the improvements you see to Front come from ideas and suggestions like yours, so thank you for making Front even better!

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