MyEmailDesk lets you define an 'AutoReply' message that will be sent to every person who sends an email to your helpdesk ticket boxes.

The purpose of an AutoReply message is -

1. Let users know their messages was received and how long to wait for a response. Quote your standard response time, giving yourself enough of a buffer (under promise, over deliver).

2. Include the auto generated ticket ID, so that if users reply to the message their follow-up email is stored as part of the original ticket. If they call in to inquire about the status of their ticket, support representatives can easily lookup the case using the ticket ID.

3. Provide answers to common questions. If you use MyEmailDesk for help-desk, it is likely 80% of the questions you receive will be the same ("how can I return the product", "what is the status of my order" etc.). Including questions to common answers as part of the autoreply will provide instant response to your customers, letting them serve themselves.

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To setup an AutoReply message, login to your SoftwareProjects account, then click on the HelpDesk mailbox you would like to configure.

Click on the 'AutoReply' menu item and it will bring up the AutoReply setup screen:



Simply enter the content of the message next to 'Body:' and change the status from 'Inactive' to 'Active'. Hit Save Changes to update.

You can then try it out by sending yourself an email from a different email-address. Wait two minutes and you should receive the autoreply message.

Notes:
1. The subject of the autoreply message is always the subject of the original message.
2. Replying to the autoreply message will log the email message under the original ticket.
3. You can optionally setup a list of email-addresses for which you don't want an autoreply message to be sent.

Here's a suggested AutoReply template we use with MyEmailDesk:

Dear {%firstname%},

Thank you for contacting Vicerex.

We reply to all emails within a maximum of 1 business day.

To help track your inquiry we have generated a reference number. Your ticket code is {%ticket_id%} and it has been automatically appended to the subject of this email. If you need to contact us with any additional information about this ticket, please reply to this email directly and your response will be stored as part of the original ticket.

In the meantime, here are answers to our most popular questions:

* HOW MANY PILLS IN EACH PACK?
Each pack contains 10 pills. 10 pills can generally be expected to last 20 to 24 days if 2 pills are taken every 4 to 5 days.

* DOES THIS REALLY WORK?
Yes! Check out our testimonials page for real unedited stories from real people. We have been in business for 4 years now and enjoy tens of thousands of happy return customers.

* CAN I USE VICEREX WITH ALCOHOL?
It is not recommended to take with alcohol, but most of our customers still get the same quality results, but beware of your own unique metabolism. For the best effect, take a few hours before with water, and then consume your favorite beverage

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We look forward to assisting you.

All the best,
Vicerex Customer Support