Auto-acknowledgement
Send an instant "we received your email" reply for every new inbound ticket.
Auto-acknowledgement lets you reply to new inbound emails immediately with a customisable plain-text message — for example, confirming that the message was received and setting expectations about response time.
Auto-acknowledgement is intentionally separate from AI auto-reply. If AI auto-reply is enabled, the AI reply serves as the acknowledgement and the manual auto-acknowledgement is not sent. Only one fires per ticket.
When to use auto-acknowledgement
Use auto-acknowledgement when you want a simple, non-AI confirmation for every new inbound email:
- Your team is not ready to turn on AI auto-reply.
- You want to set expectations without generating a full draft reply.
- You need a predictable, operator-authored message.
If AI auto-reply is enabled, it wins. The AI's reply already acknowledges the customer, so the manual auto-acknowledgement is skipped.
Enable auto-acknowledgement
- Go to AI → Auto-acknowledgement.
- Toggle Enable auto-acknowledgement on.
- Optionally edit the Subject and Body templates.
- Review the live preview, then click Save template.
If AI auto-reply is currently on, a warning banner explains that the auto- acknowledgement will not fire until AI auto-reply is turned off under AI → Features.
Template variables
Use the following variables in the subject and body. They are replaced when the acknowledgement is sent.
| Variable | Value |
|---|---|
{{customer_name}} | The sender's name. Falls back to there if no name is set. |
{{ticket_subject}} | The subject of the original inbound email. |
{{workspace_name}} | Your workspace name. |
Leave the subject or body blank to use the built-in defaults.
Fixed footer
A fixed footer is appended to every auto-acknowledgement:
This is an automated confirmation that we received your email — there's no need to reply. A member of our team will follow up personally.
The footer cannot be customised in this version.
Loop protection
Auto-acknowledgements are sent with the Auto-Submitted: auto-replied header as
required by RFC 3834. This
helps the customer's email server suppress auto-responder replies back to you.
In addition, Ticket0 only sends an acknowledgement when the inbound email is not itself an auto-responder or out-of-office message. The same detector used for AI auto-reply gates the auto-acknowledgement, so out-of-office replies, bounce notices, and mailing-list posts never trigger one.
First-inbound-only semantics
The acknowledgement is sent only when a brand-new ticket is created from an inbound email. It does not fire for:
- Follow-up replies threaded into an existing ticket.
- Reopened tickets.
- Redelivered webhooks for the same email (duplicate Message-IDs are deduplicated before the acknowledgement fires).
SLA and first-response reporting
An auto-acknowledgement is not considered a first response. It does not set
firstResponseAt, so it does not satisfy your SLA first-response timer and is
not counted in average-first-reply reports. The ticket remains in "awaiting
first response" until an operator replies.
Plain-text MVP
Auto-acknowledgements are sent as plain text only in this version. The body field stores exactly what you type; no HTML rendering is applied.