An automated response is a feature in the Helpdesk Tracker that allows Admins to configure automatic replies for Helpdesk requests based on office hours and request categories. The response is sent instantly to the resident when they raise a request. Admins can also add an External Link or an ADDA Community Form to guide residents to the required information or process.
How to set up an automated response on the helpdesk?
1. Log in to the ADDA Admin Portal.
2. Navigate to Helpdesk Tracker → Setup → Automated Responses.
3. You can configure two types of automated responses:
a. Auto-response for requests raised outside office hours
b. Category-Specific Responses
A. Auto-response for requests raised outside office hours
Enable Auto-response for requests raised outside office hours and enter the society's Office Start Time and Office End Time. Add the message you want residents to receive outside these hours.
Example: If office hours are set from 9:00 AM to 6:00 PM, enter the required timing and the automated response message that should be sent to residents who raise a request outside office hours. Then click Save.
For example, you can add:
"Your request has been received. Our team will review and respond during office hours, between 9:00 AM and 6:00 PM."
B. Category -Specific Responses
Enable Category-Specific Responses and search for the required Helpdesk category. Enable the response for that category and enter the message you want residents to receive.
You can also use Add Link to include:
External Link: A URL to an external website or form.
Community Form: An existing ADDA Community Form.
Example: If you have a Move-Out category, you can configure a response such as:
"To process your Move-Out request, please complete the required form using the link below."
You can then select the relevant Community Form. When a resident raises a Move-Out request, they will immediately receive the configured message and form link.
You can also use this for categories such as Parking, Tenant Registration, or other requests where residents need to follow a specific process.
Once the required responses are configured, click Save.
What are the benefits of the automated response?
Automated Responses help residents receive an immediate and relevant response without waiting for an Admin to respond manually.
They can be used to:
1. Inform residents when a request is raised outside office hours.
2. Provide category-specific instructions.
3. Direct residents to an External Link or Community Form.
4. Reduce repetitive queries and back-and-forth communication.
5. Ensure residents have clear instructions on the next steps for their request.
Author: Sandhya