Auto-Responses
Auto-responses automatically send a message when a ticket is created matching certain criteria. They fire instantly when the ticket opens â before any staff member has responded.
âšī¸Pro feature
Auto-responses are available on Pro and Business tiers.
How Auto-Responses Work
You configure auto-responses per ticket type in Ticket Configuration. When a ticket of that type is opened, TixBot automatically sends the response in the ticket channel. This can include helpful information, links, or instructions to give users something useful while they wait for a staff member.
Good Uses for Auto-Responses
- âĸEstimated response time â "Thanks for opening a ticket. Our team aims to respond within 1 hour."
- âĸRequired information â "Please share your order ID and email address so we can look into this quickly."
- âĸOut of hours notice â inform users when support is offline
- âĸDocumentation links â point users to relevant docs that might resolve their issue before staff respond
â ī¸Keep auto-responses brief
Auto-responses are sent before staff arrive. A wall of text can feel impersonal. Keep them short, warm, and actionable â one or two sentences is usually enough.
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