Overview

A user is looking to update the content of the email that gets sent whenever a user creates a ticket (Autoresponder email).

Solution

The content of the autoresponder e-mail is stored in a template and one would need to update the template and phrases as shown below.

1. On the Admin Panel, go to the Templates > Templates > [Template Group] Tickets.
   
   
   
   
2.  Look for the templates named email_ticketautoresponderhtml and email_ticketautorespondertext​ 

   
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3. From there, one can modify the language phrases used in the template as shown below. (recommended approach)
   
   
   
   3.1 Go to Languages > Search and enter the phrase that needs to be modified (arintro). In case there are multiple languages being used make sure to select the correct one.
   
   
   
   3.2 This will return the phrase, and one can modify its content in the text box.
   
   
   
   3.3 Once completed, click on Update to save changes.
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4. Note that one can also add new content to the template. Below is an example of an additional line of text added before the language phrase arintro. 
   
   
   
   

5. Alternatively, one can also replace the contents of a phrase in the template with hardcoded text, but this is generally not recommended especially if one is working with multiple languages. Below is an example of text replacing the language phrase _language[arintro].
   
   
   
   

6. Click Save to apply the changes done to the template.
   
   

Testing

Once the template/phrase is modified, the new version of the email will be sent whenever a user creates a ticket.

Related Articles

• Editing Automated Email Message Text 
• Customizing Notification Email Templates