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This action is deprecated. It still works, but we recommend building an Agent for new automations - an Agent can decide whether an acknowledgement is warranted, write it, and send it, rather than always replying.
The action analyzes ticket content and generates an acknowledgment message. Add a notification action to send the message.
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 Executions 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 acknowledgment message that:
  1. Acknowledges help requests, confirms actions in progress, or promises follow-up for information requests
  2. Uses empathetic language like “thank you” instead of robotic “acknowledged” responses
  3. Includes customer names when available (i.e. “Hi John,”)
  4. Ends with appropriate closings like “Best Regards”
  5. 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): 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 pinning a memory on that company. Pinned company memories are added to every run of this action — you don’t switch them on per action.
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.