<chapter id="auto-response">
<title>Auto-Response</title>
<para>
This chapter will show you more details about the auto responses to customers after
customer actions. Of course auto-response need to be configured via the Admin 
Interface and for each queue.
</para>

<sect1 id="auto-response-reply">
<title>Reply</title>
<para>
Used if a new ticket is created the customer (sender) gets the following auto-response.
</para>

<para>
A normal reply auto-response should contain somthing like that:
<screen>
Thanks for your e-mail. A new ticket has been created.

You wrote:
&lt;OTRS_CUSTOMER_EMAIL[6]>

Your e-mail will be answered by a human asap

Have fun with OTRS! :-)

  Your OTRS Team
</screen>
</para>
</sect1>

<sect1 id="auto-response-follow-up">
<title>Follow up</title>
<para>
Used if the customer wrote a follow up via email or Customer Interface.
</para>
<para>
A normal follow up auto-response should contain somthing like that:
<screen>
Thanks for your follow up e-mail

You wrote:
&lt;OTRS_CUSTOMER_EMAIL[6]>

Your e-mail will be answered by a human asap.

Have fun with OTRS!

Your OTRS Team
</screen>
</para>
</sect1>

<sect1 id="auto-response-reject">
<title>Reject</title>
<para>
Used if the customer wrote a follow up and the follow up is rejected (because the ticket is closed and not possible to reopen).
</para>
<para>
A normal reject auto-response should contain somthing like that:
<screen>
Thanks for your follow up e-mail

You wrote:
&lt;OTRS_CUSTOMER_EMAIL[6]>

Important: Sorry but we can't process your follow up 
because your ticket is closed. Please create a new ticket.

Have fun with OTRS!

Your OTRS Team
</screen>
</para>
</sect1>

<sect1 id="auto-response-closed-new-ticket">
<title>Closed -> new Ticket</title>
<para>
Used if the customer wrote a follow up and the follow up is rejected and a new ticket is created (because the ticket is closed and not possible to reopen).
</para>
<para>
A normal closed -> new ticke auto-response should contain somthing like that:
<screen>
Thanks for your follow up e-mail

You wrote:
&lt;OTRS_CUSTOMER_EMAIL[6]>

Important: Sorry but we can't process your follow up 
because your ticket is closed. A new ticket has been 
created automatically.

Have fun with OTRS!

Your OTRS Team
</screen>
</para>
</sect1>

</chapter>
