As usual, employees can send an email to an address provided by the organization. Ariglad let's you customize whether certain email aliases will respond with an auto-response, and if so, what that response should include.
The ticket agents will see the details of the incoming inquiry, all the attachments in the email and will be able to respond and loop people in.
If an email alias associated with Ariglad is CC’d on a long email chain, the auto-response with go to the person who originally created the email chain. This is to reduce noise and eliminate confusion for anyone else on the email chain.