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The Acknowledge Issue action uses AI to create user-friendly acknowledgment messages that make customers feel heard while ensuring consistent, professional communication across your team.
Automating initial acknowledgments ensures you meet response SLAs every time while freeing up technicians to focus on actually solving problems instead of crafting replies.
This action is only available as a triggered action in workflows.

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Quick start

1

Create triggered workflow

Set the trigger to “New ticket created” for the companies you want to cover.
2

Add Acknowledge Issue action

The action will work with default settings, but you can add custom instructions for your company’s tone and style.
3

Add notification action

Use “Notify Ticket’s Contact” to send the generated acknowledgment message to the customer.
4

Test and refine

Check your Event History to see the generated messages and adjust custom instructions if needed.

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How it works

When a new ticket arrives, this action analyzes the ticket content and generates an appropriate acknowledgment message that:
  1. Matches the situation - Acknowledges help requests, confirms actions in progress, or promises follow-up for information requests
  2. Sounds human - Uses empathetic language like “thank you” instead of robotic “acknowledged” responses
  3. Personalizes greetings - Includes customer names when available (i.e. “Hi John,”)
  4. Maintains professionalism - Ends with appropriate closings like “Best Regards”
  5. Follows your style - Incorporates custom instructions to match your company’s voice and tone

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Setup

Ticket to process: The action works with any ticket from your workflow - either new tickets from triggers or tickets found by other actions. Custom instructions (optional): Want to customize how acknowledgments sound? You can add specific guidance like:
  • “Always mention our 4-hour response commitment”
  • “Include a link to our customer portal”
  • “Sign off with our team name”
Company-specific settings: Use different acknowledgment styles for different clients by enabling company-level instructions in your Companies settings.

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What you get

After running, you’ll have polished acknowledgment messages ready to send to customers. The action also creates internal summaries for your team and logs what happened in your Event History.

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Common use cases

Set up immediate acknowledgment for every new ticket to meet SLA requirements and keep customers informed.
Ensure you never miss response time commitments by automatically acknowledging tickets within minutes of creation, even outside business hours.
Use company-specific settings to maintain different communication styles for different types of clients or service levels.

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Best practices

Begin with the default behavior and add custom instructions only after you see how the AI performs. The default acknowledgments are designed to work well for most MSPs.
Use custom instructions to match your company’s communication style:
Always mention our 4-hour response commitment and include our customer portal link. 
Keep the tone friendly but professional. Sign off with "The [Company Name] Support Team".
For clients with unique communication needs, enable “Add company level custom instructions” in your settings. This lets you maintain different styles for different client types.
Remember that Acknowledge Issue only generates the message content. Always pair it with a notification action to actually send the acknowledgment:
  • Use Notify Ticket’s Contact to email customers
  • Use Add Ticket Note to log the acknowledgment internally
Check your Event History regularly to see the actual messages being generated. If acknowledgments aren’t quite right, adjust your custom instructions and test with a few sample tickets.

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Example workflows

  1. Trigger: New ticket created
  2. Acknowledge Issue - Generate professional acknowledgment message
  3. Notify Ticket’s Contact - Send message to customer
  4. Result: Every new ticket gets immediate professional acknowledgment
  1. Trigger: New ticket created
  2. Acknowledge Issue - Custom instructions: “Always mention our 4-hour response commitment”
  3. Notify Ticket’s Contact - Send to customer
  4. Add Ticket Note - Log acknowledgment internally
  5. Result: Customers know exactly when to expect response
For Autotask users: If you’re using notification templates that already include customer greetings, the AI will avoid adding duplicate “Hi [Name],” greetings to prevent awkward repetition.