Auto-reply
An auto-reply is an automated message sent immediately when a ticket is received, typically to acknowledge receipt and set expectations about response time.
An auto-reply is not a resolution — it is a placeholder that tells the customer their message arrived and when to expect a real response. A typical auto-reply reads: "Thanks for contacting us! We'll get back to you within X business hours."
Auto-replies are almost universal in email support because the alternative — silence — creates anxiety. A well-written auto-reply sets accurate expectations, gives a reference number if the platform supports it, and may point to self-service resources for common questions.
Auto-replies should not be counted as first response time. FRT should measure the first substantive human reply, not the automated acknowledgment.