Automatic closing based on Key Words + reply

Good afternoon,


In my team we are currently implementing a new procedure and we need to send a template answer to our customers based on their request.


Is it possible to trigger an auto reply based on key words from the subject, and then automatically close the ticket?


Thank you

1 Comment

Hello Li,


Yes, it is possible to configure an automation rule (Admin > Automation > Tickets) based on certain phrases or keywords in the subject/description. You can either use the action 'Send email to requester' to send an email notification automatically or alternately, trigger webhook to send reply automatically to the requesters and then set the status of the ticket as closed with the corresponding action in the rule. Refer to this article to get detailed insights on using Webhooks in Freshdesk.


Feel free to drop an email to support@freshdesk.com for any further queries. Cheers. :)