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Setting up autoresponders for different email queues

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Serving different customers via different support email addresses, brings a natural need to send different automated emails. This can be accomplished by modifying the responsible language phrases and templates.

For setting this, you just need to follow two steps as mentioned below: 

  •      Insert the required language phrases in other language
  •      Modify autoresponder templates

The content used in automated emails i.e. Autoresponder email, is sent via the language phrases. Language phrases contain two parts ‘Identifier’ and ‘text value’. ‘Identifier’ is the keyword which is used as a variable within the template code to call the text value, and ‘text value’ contains the actual information/content which is displayed in the emails.

Responsible language phrases for Autoresponder emails are: 




Let’s start with the steps to be followed to achieve this. 

  •      Insert the required language phrases in other language

New language phrases can be inserted from: Admin Interface > Languages > Phrases > ‘Insert Phrase’ (arintro)

In the same way, you can insert other two language phrases (arsubfooter and arfooter) for the language you wish to use in automated emails. 

  •      Modify autoresponder templates

Autoresponder templates are located under Admin Interface > Templates > Groups > Select the group > Templates > Tickets. Responsible templates are: 

This template is used if ‘Send HTML emails’ option (under Admin Interface > Settings > Email) is set to Yes
This template is used if ‘Send HTML emails’ option (under Admin Interface > Settings > Email) is set to No

Further, you can make use of ‘if’ statement to control execution of particular section of code. Lets have a look at one live example to understand its usage:

 <{if $_ticket[emailqueueid] == '1'}>

Execute block one


<{if $_ticket[emailqueueid] == '2'}>

Execute block two


And so on….

Email queue ID can be checked on hovering the email queue (under Admin Interface > Email Parser > Email Queues). OR from Cache Info, under Admin Interface > Diagnostics > Cache Info > search for ‘queuecache’.

You can also make use of ‘if-else’ statements instead of using different ‘if’ statements.


  •      All language phrase variables are case-sensitive.
  •      All new language identifiers added must be unique.
  •      Need to rebuild helpdesk cache after making changes in Templates, from Admin Interface > Diagnostics > Rebuild Cache.
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  1. Sukhpreet Anand

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