Is it possible to create auto responses based on keywords ?

[Tristan107]

When I manage the mails received on my customer service mailbox in Outlook, I can easily create auto responses templates based on keywords to reject some requests automatically.

Users have to pick at least one tag and put it in their subject or their email is rejected, and if the tag is for exemple [server-availability], the request is also rejected with an explanation indicating which support service they have to contact.

Please tell me if these features are available in OTRS ?

[wurzel]

Hi,

This should be possible with PostMaster Filters ticket notifications.

Florian

[Tristan107]

Ok, thanks.

So if I undersand correctly, your filter will send the mail to a specific queue, and then there is an auto responder feature associated to this queue which will answer ?

[wurzel]

Hi,

You are right.

Flo