Auto-acknowledgements to requesters

When enabled, SummitPSA emails the requester an automatic acknowledgement the moment their ticket is created.

When it fires

The auto-acknowledgement fires only for tickets whose source is portal or email — never for tickets raised by an agent or from phone, chat, automation, or RMM. Additional preconditions:

• The auto_ack_enabled setting must be on.
• The ticket must have a contact with an email address.
• An SMTP sending account must be configured.

If any condition fails, the step is skipped silently — a misconfigured SMTP setup never blocks ticket creation.

Template and tokens

The subject and body come from admin settings (auto_ack_subject, auto_ack_body), with a default subject of [{ticket_number}] Your support request has been received. Tokens are substituted, including:

• {ticket_number}, {ticket_title}
• {contact_name}, {contact_first_name}, {company_name}
• {date_submitted}, {portal_url}
• {sla_response_time} / {sla_line} — included only when the SLA option is enabled and a response deadline exists.

Admins can preview the rendered email with sample data on the settings page.