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 workspace or users' 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, which can also be customized at a user or team-specific level.

Setting up Auto-Responder

To enable Auto-Responder:

1. Go to Inboxes in the left sidebar.

2. On the Inboxes page, select the inbox you want to configure

3. Go to Ticket Lifecycle in the left sidebar of the Inboxes page

4. Click Auto-Responder

5. Toggle Enable Auto-Responder on

6. Customize the auto-responder message (optional)

7. 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.