Welcome reply: tell customers their ticket arrived

When one of your customers emails your support address, Current sends them one reply a couple of minutes later. It tells them their ticket number, when a person will reply (the real time from your SLA plan and business hours), and gives them a link to follow the ticket. It goes from your own support mailbox, in your Brand kit colours, so it reads like it came from you.

1. 1
   Open Welcome reply

   Settings › Service desk › Welcome reply.
2. 2
   Read the preview

   The chips above it show what the reply says in hours, after hours, on a holiday, when a known issue matches their problem, and when their account manager was told.
3. 3
   Press Send me a test

   It goes to your own address.
4. 4
   Press Turn on

   If your PSA still sends its own "we got your ticket" email, Current asks you to turn that off first, so nobody gets two.

Only a workspace admin can turn it on. Workspace admins and service managers can change the words.

• Click the greeting or the sign-off in the preview and type. It saves when you click away. Keep the first-name placeholder in a greeting and the workspace placeholder in a sign-off; Current fills them in.
• Tone picks Warm, Friendly or Brief wording. Brief leaves out the "reply to this email" line.
• What it includes switches the reply-by time, the Follow your ticket button, the known issue line and the account manager line on or off. The ticket number is always included.
• Suggest from my team's replies reads your team's recent replies, with names and numbers removed, and suggests a tone, greeting and sign-off. Nothing changes until you press Keep these words. Suggestions are written in English, so the button shows only when your main language is English.

Current replies in the customer's language once you approve that language in the Languages card. Until then it writes in your main language. Your own greeting and sign-off are used in your main language; other languages use their approved wording. Under Language, Always use (followed by your main language) turns this off.

Current skips the welcome, and says why in What was sent, when:

• the ticket came from your PSA, a monitoring alert, a phone call, or someone on your team created it
• the sender is a no-reply address, the email was written by a tool, or the sender is not a known contact at that company
• someone on your team already replied, or the ticket was closed or merged
• someone on your team passed the customer's email on to your support address
• one of your rules already emailed them that their ticket arrived
• more than half an hour passed before Current could send it, so it would arrive too late to help
• the same person was already welcomed 3 times this hour or 10 times today, or has had 4 automatic emails from Current today
• more than 200 welcomes went out from your workspace in the last hour
• the Ticket received email is switched off in Customer emails, your PSA still sends its own acknowledgement, or your workspace is read-only

The welcome goes to one address only: the person who asked. People on CC and other reply-to addresses never get it. If one of your rules also emails customers when a ticket arrives, the rule's email waits a couple of minutes for the welcome and goes only when the welcome is not sent, so the customer hears back once.

• The welcome appears in the ticket's thread labelled Welcome reply (automatic). One that did not go is never sent later; reply to the customer yourself.
• Under the ticket's subject, a line such as "We told Dana 9:00 am Mon" shows the time the welcome promised.
• The welcome never counts as your first response for the SLA.