Auto Replies to new ticket based on Subject
I have a need/want to set up auto replies to tickets based on the subject line of the ticket... so if a user submits "I need help with my printer" it would see printer in the subject and then send a pre-made reply template with "Printer Troubleshooting FAQ" or something.
We have pre-made reply templates already for a few common problems, and we have set up things like auto-assigning category fields based on subjects from emails and other tickets... But I can't seem to find a way to trigger an email response.
I am aware of the "suggested topics" but that only works when filling out a form (most people just email), and only if you have the KB full of solutions (which we don't).
Am I missing some obvious way of doing it?
New to ADSelfService Plus?