Auto-reply and sending system emails from your own address

In Settings -> Email channel you can enable an automatic acknowledgement. Write your own subject and body; it is sent once per new ticket, never in reply to an automated message.

There is also a switch that makes EspressoDesk send system emails, such as agent invitations and portal sign-in codes, through your connected mailbox instead of the platform address. Customers then only ever see your domain.

If your mailbox is temporarily unavailable, those system emails fall back to the platform sender so nobody gets locked out. Keep the auto-reply short and tell customers when they can realistically expect an answer.

Step by step

1. Open Settings -> Email channel.
2. Turn on the automatic acknowledgement and write the subject and body your customers will receive.
3. Optionally turn on sending system e-mails from your own address, so invitations and portal sign-in codes leave your domain.
4. Save, then write to your support address from a private mailbox and check how the reply looks.

Good to know

• The acknowledgement is sent once per ticket, so a long conversation never triggers it again.
• Messages that look automated, such as bounces, out-of-office notices and no-reply senders, are skipped. That is what stops two robots writing to each other in a loop.
• The reply keeps the ticket reference tag in the subject line, so whatever the customer writes back lands in the same thread instead of opening a new ticket.
• If the mailbox is disconnected or refuses the message, system e-mails fall back to the platform sender so nobody is locked out, and the failure is recorded for an administrator.