I’m looking to better understand how many people use the Auto Email feature in Freshdesk.

In it’s current form it’s an On/Off option and you are unable to limit what Groups or other ticket fields it can be enabled for. I’ve raised on the Ideas Forum (

) however I’d like to know if any other companies are using the feature.

I don’t want to enable it on all tickets, and instead limit it to doing First Response on non SLA contracted questions/account problems, rather than big P1 total loss of service tickets.

Thoughts?