| Support Category: INTERNAL >> Automated Notification |
When a reply is sent to an LMS-generated email, a ticket is created on our end. This may be intentional - for example, when a user replies to request assistance - or unintentional, such as when an out-of-office auto-reply is triggered.
| SCENARIO | ACTION | TICKET EXAMPLES |
| User is requesting assistance. | Process ticket as usual. | 57561 |
| Ticket was created due to a user's auto-reply. | Send the SR below to inform user why the ticket was created and to check if they need assistance. |
53064
| The user's email inbox filtered the LMS-generated course completion email as spam and sent an automated message, which resulted in the ticket being created.
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53326
| The LMS-generated course completion email triggered the user's out-of-office auto-reply, which resulted in the ticket being created.
|
58267
| The user accepted a calendar invitation for an event within the LMS (workshop or webinar), which triggered a notification and resulted in the ticket being created.
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| Administrators' auto-reply after escalation is sent. | Review the ticket to confirm it does not contain additional information related to an existing ticket, then close it as 'Automated Notification'. | 64667
| After we escalate a ticket to the Admins, an automated reply is triggered, and it comes from Zendesk (the system used by USTA).
| | NOTE: This automated reply usually comes in the escalation thread; however, it may also come through a separate ticket. |
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IMPORTANT!
Sometimes a ticket may be created not due to the user's reply, but because the LMS-generated email was undeliverable. In this situation, instead of providing the SR below, please execute the scenario titled 'Undeliverable Email Notification’, which will assign the ticket to you, add the internal category 'Undeliverable Email Notification,' and close it.
Ticket example: 58916 |
NOTES FOR TICKET PROCESSOR!
Once you provide the SR, please add the ‘INTERNAL >> Automated Notification’ category and set the ticket status to ‘Following Up with User’ to allow time should the user reply.
If the user responds back, update the ticket category accordingly. |
This ticket was created due to your automatic reply to a system-generated email. Before we close it, we wanted to confirm whether you require assistance. If so, please provide a description of your issue, inquiry, or request so we can assist you accordingly.
Best regards,
