Automatically insert canned response upon assigned ticket

Don’t know any way to do it with canned response but you can use placeholders like in a canned response to use more personal message. But it will be the same for all. 

Hi Daniel, thanks for the response. Do you know how you would trigger that? We have tickets automatically assign to agents and the only way I was able to make that happen would be if an agent manually assigned themself a ticket. 

A new e-mail notification would be nice for this. 

Until then this could maybe work. I would add a custom field or a custom Status (Assigned) so you don’t get loops. 
Extra Condition: Status Open  or Custom field(check box)  not true 
Action: Set status Assigned or Set custom field(check box)  = true
 

That’s great, thank you. I wish you could use minutes since assigned, as the agent will probably respond within an hour. Is there a way to not send it if the agent has already responded?

If you use a custom field you could set that using a workflow when the agent reply on the ticket. 
 

@mhall, @Daniel Söderlund - Are you talking about the same product?
The thread is for Freshdesk, Daniel’s screenshot is from Freshservice it seems.

But Freshdesk has pretty much the same options. And you don’t need to listen to any timebased values.
In Freshdesk you have the option to trigger an automation explicitly on agent update:
 

So you could send an email in the name of the agent every time the agent changes (which is not that often hopefully).

You could also go for that one:

So to send an email only if the ticket was not assigned to another agent before and only if there was no email reply from an agent before (agent interactions).

@Thomas H  I see it now thanks for that heads up 

@mhall, @Daniel Söderlund - Are you talking about the same product?
The thread is for Freshdesk, Daniel’s screenshot is from Freshservice it seems.

But Freshdesk has pretty much the same options. And you don’t need to listen to any timebased values.
In Freshdesk you have the option to trigger an automation explicitly on agent update:
 

 

So you could send an email in the name of the agent every time the agent changes (which is not that often hopefully).

You could also go for that one:

 

So to send an email only if the ticket was not assigned to another agent before and only if there was no email reply from an agent before (agent interactions).

 

 

We use automatic ticket assignment, so the system assign it to an agent. That rule only works if the agent manually takes the ticket.

Oh yes - That’s true, what a shame.
I also asked Freddy - Also clueless:

A solution would be to use an app to check for agent updates. I am pretty sure that the onTicketUpdate event triggers on auto-assignment aswell.
But that means, you’d need someone to implement a custom app.
I was already searching at the marketplace but there is no app for that (at least I did not find any).

At least in Freshservice, this could be achieved with a workflow triggered by “ticket updated” and “agent changes from none to any.”  However, if you have an SLA for first response, messages sent via workflow don’t count towards the first response so the agent would still need to send a manual reply.  Also, messages sent via workflow don’t actually appear in the chat log on the ticket so you kinda of have to take on faith that the message sent says what you want it to.