notification emails

Question

Dear,
We are implementing Odoo, specifically the helpdesk app, but we are struggling to find out how a customer receives an autoreply notification mail when mailing a helpdesk team.
It works when a manual ticket is being created.
The "to" field remains empty, while customer is filled in in the ticket.

Thanks in advance.

Jaideep · Answer

Automated responses are sent using the email templates (settings > Technical > email templates) and can be triggered from the helpdesk stage
Not sure if I may have completely understood the question.

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