Templates or automation of Tickets sent to Help Desk
Is there a way that a reply can be sent to user who creates a ticket saying something such as" Your request is currently on hold and will be resolved ASAP" for tickets being put on hold. Can this reply be sent to user automatically when they send a ticket requesting assistance?
and for tickets resolved for something to be included like a template saying" Your issue has been resolved have a great day" rather than having to type this statement manually everytime.
Regards,
Nairaj