Custom Ticket Submission Reply Template

Custom Ticket Submission Reply Template

Good day!

So by default there is a single reply template for all requests that come into our IT Service Desk. We are expanding to include our Finance team as they would like to leverage this solution. We did not want to create a separate instance for them so we want to just add them as technicians. 

We have created an email alias that staff can send to and created business rules to route the ticket to the Finance Group in SDP. What I was wanting to do was create a custom reply template for them to send to the requestor when the ticket is created. We only allow email submissions at this time and the default reply template is quite IT Service Desk specific. 

Any thoughts on how to change the default reply template to auto-send on ticket creation, depending on the "To:" email address used on ticket submission?

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