Before you go ahead with the settings, we recommend you familiarize yourself with the article on the general logic of automation rules in Deskie or watch a brief video guide on rules.
In Deskie, there are two ways to set up automatic email notifications for customers.
a) Through activation of the default email notification letter via the following path: administrator account — "Settings" section — "Email notification" subsection
If you have one email address connected, the same email will be sent to all customers. If you have several connected mailboxes, you can create different notification emails for each email address.
b) Through configuration of the rule by the following path: administrator account — "Channels" section — "Rules" subsection — "for new cases" block.
This option is more convenient if you need more flexible settings to send an auto-response.
💡 In the rules for new cases that send notification emails, be sure to add the condition "Status — is equal to — open", which will help to exclude triggering of rules in cases initiated by agents from Deskie, as such cases get the status "pending" by default.
When should you use this rule:
if the connected mailbox receives messages that are not related to support, such as newsletters. Accordingly, there is no need to send a notification email in response to them:
if certain customers shouldn't receive the common notification email:
if you want to send different emails based on the time of the cases. For example, during business hours and non-business hours:
When configuring rules for non-business hours auto-responses, it's also essential to consider situations where a user sends a new message in the existing case. The necessary settings for such scenarios are described in detail in the articles: "Auto-response about non-business hours (emails)" and "Auto-response about non-business hours (chats)".