Within Teamwork Desk, you can set an auto-reply to be sent when ever you receive a ticket from a customer.

🔑 Inbox settings can be managed by site administrators and inbox administrators.

Before you start

  • Teamwork Desk adds the following headers to all auto-reply messages:
    "Auto-Submitted": "auto-replied", // RFC 3834
    "Precedence": "auto_reply", // RFC 2076
    "X-Auto-Response-Suppress": "All", // Microsoft
  • Auto replies are only sent to each customer once within a 5-minute window. This restriction is enforced to avoid loops with certain mail providers that fail to detect and specify auto-reply headers.
  • Auto replies do not impact response times in reporting insights. 

Create an inbox auto reply

  1. Click your profile icon in Teamwork Desk's main navigation menu.
  2. Select Settings.
  3. Switch to the Inboxes tab.
  4. Select the relevant inbox.
  5. Select Auto Reply from the left navigation panel.

    Image Placeholder

  6. Click the Subject field.
  7. Update the subject text, then click Save. This is the text that will appear in the auto reply email's subject line.
  8. Click the Send emails from field.
  9. Select who to send the auto reply emails from, then click Save. Choose to send from the inbox name or an individual agent.
    📝 If the inbox is synced to an external email provider (ex. Outlook), this option is automatically set as sent from the inbox email address and cannot be changed.
  10. Click into the Message field.
  11. Update your auto reply message, then click Save. This is the body of the auto reply email. You can include text, images, and links.
  12. Click Preview email in the view's top right to review your auto reply.
  13. Toggle on the Status on to enable the auto reply.

For more information, see: Create an Inbox