Auto-Responder
Automatically respond to tickets created after hours, or customize your message to fit your team's availability.
Auto-Responder automatically sends a reply when tickets are created outside of your organization's working hours, letting requesters know their message was received and when to expect a response.
How it works
When enabled, Auto-Responder posts an automatic message to new ticket threads created after hours. This helps set expectations with requesters and reduces follow-up questions about response times.
Auto-Responder uses your organization's working hours configuration to determine when to send automatic replies. Account admins can configure working hours for your entire organization.
Setting up Auto-Responder
To enable Auto-Responder:
Go to Inboxes in the left sidebar.
On the Inboxes page, select the inbox you want to configure
Go to Ticket Lifecycle in the left sidebar of the Inboxes page
Click Auto-Responder
Toggle Enable Auto-Responder on
Customize the auto-responder message (optional)
Click Save Changes
Customizing your message
The default auto-responder message is:
You can customize this message to match your team's voice and provide specific information like:
Expected response times
Links to self-service resources
Escalation instructions for urgent issues
Team availability details
Formatting tip: Use Slack markdown formatting and links in your message. Learn more about Slack markdown.
Best practices
Be specific about timing: Instead of "we'll get back to you soon," mention your typical response time: "We'll respond within one business day" or "Our team is back online at 9 AM EST."
Include self-service options: Link to your help center or FAQ if requesters might find immediate answers there.
Set the right expectations: Make sure your auto-responder message aligns with your actual SLA and working hours configuration.
Test it: After enabling, create a test ticket outside working hours to confirm the message appears as expected.
Last updated
Was this helpful?