Question 1

What are auto-replies in Deskhero?

Accepted Answer

Auto-replies are instant, automatic email replies that notify requesters as soon as their ticket is created. You configure them under Configurations > Auto Replies, per group, and each auto-reply can be a fixed static message, an AI answer based on your public FAQ knowledge, or both. The reply is emailed to the requester and also recorded on the ticket.

Question 2

Where do I set up auto-replies?

Accepted Answer

Open Configurations and, in the Workflow section, choose "Auto-replies" (described as "Create auto-replies on incoming tickets"). This opens the Auto Replies page, which lists your existing auto-replies and has a "Create Auto Reply" button. The page description reads "Configure instant auto-replies to notify requesters as soon as a ticket is created".

Question 3

Who can access the Auto Replies page?

Accepted Answer

Workspace Owners and Admins always have access. Someone with the User role can also open the page if they are an admin of at least one group, otherwise they are redirected to a not-found page. Group admins can only select their own groups when creating an auto-reply. Access is based on roles, not on your subscription plan.

Question 4

How do I create an auto-reply?

Accepted Answer

1) Go to Configurations and open Auto Replies. 2) Click "Create Auto Reply". 3) Enter a name and select the group or groups the auto-reply applies to. 4) Turn on "Auto reply using public FAQ knowledge (AI)" and/or the "Static auto-reply" option, and write the reply content in the editor. 5) Click Save. At least one of the two reply methods must be enabled.

Question 5

What are the requirements for an auto-reply name?

Accepted Answer

A name is required and must be at least 2 characters long. If you leave it blank you will see "Auto reply name is required.", and if it is too short you will see "Name should be at least 2 characters long".

Question 6

Why do I have to select groups for an auto-reply?

Accepted Answer

Auto-replies are matched to tickets by group: when a new ticket is created, Deskhero looks up the auto-reply configured for that ticket's group and sends it. Selecting at least one group is mandatory; otherwise you will see the error "Group is required". Tickets that have no group yet are treated as belonging to the built-in Everyone group.

Question 7

When are auto-replies NOT sent?

Accepted Answer

Auto-replies are skipped for tickets created manually inside Deskhero, tickets created by the chatbot, imported tickets, and incoming emails that are themselves auto-replies or bounces. They are also skipped when the ticket has no requester email address, when no auto-reply is configured for the ticket's group, and when sending limits are reached.

Question 8

Is there protection against auto-reply email loops?

Accepted Answer

Yes. Deskhero counts auto-replies per requester email address and stops sending after 10 auto-replies to the same address within an hour. This prevents endless loops when the other side also has an auto-responder that opens a new ticket for every reply.

Question 9

Do auto-replies include attachments?

Accepted Answer

Attachments added to the static auto-reply template are included when the static message is sent. AI-generated auto-replies do not carry the template's attachments, since the AI answer is composed as free-form text.

Question 10

What does the customer see as the sender of an auto-reply?

Accepted Answer

The auto-reply is sent by email to the requester with the sender name "Auto-reply", from the best matching outgoing address for the ticket. If the ticket was created by email, the auto-reply is sent as a reply in the same email thread.

Question 11

How do I edit or delete an auto-reply?

Accepted Answer

1) Go to Configurations and open Auto Replies. 2) In the list, use the edit button on a row to open and change it, then click Save. 3) To remove it, use the delete button and confirm in the "Delete Auto Reply" dialog. In edit mode the Save button stays disabled until you change something.

Question 12

Can I schedule an auto-reply, for example only outside business hours or during vacation?

Accepted Answer

No. Auto-replies in Deskhero are sent whenever a new ticket is created for the selected group or groups; there is no schedule, date range, or out-of-office window setting on the auto-reply. If you want a temporary vacation notice, edit the static auto-reply text for the period and change it back afterwards.

Question 13

Do auto-replies go out for tickets we create ourselves?

Accepted Answer

No. Auto-replies are only sent for incoming tickets; tickets created manually inside Deskhero, imported tickets, and chatbot conversations never trigger an auto-reply.

Auto-replies

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