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All guidesMetriCareCases and queues Working a case Turn email into cases automatically Statuses, categories and numbering SLA policies Business hours and public holidays Escalation rules Macros Status auto-replies The customer portal

User Guide › MetriCare

Status auto-replies

Keep customers updated when their case changes.

For: Admins

Steps

Open Settings → Status auto-replies.
Tick the statuses that should email the customer, such as Resolved.
Choose the template for each. Edit the wording in Mail → Templates, in each language.
Emails go out in the customer's language from the mailbox the case came in on.

Good to know

When a case is resolved and your CSAT survey is published (Settings → Surveys), the customer is also sent the survey.

Related guides

Cases and queuesFind the cases that need you first.
Working a caseReply, add notes, link and merge — all from one screen.
Turn email into cases automaticallyEvery new email to a support mailbox becomes a numbered case and is assigned to an agent straight away.
Statuses, categories and numberingShape cases to the way your team works.

Still need help? Contact support

On this pageSteps Good to know Related guides