Status: draft, 2026-05-04 UTC. For FreeScout mailbox config on tickets.raxx.app. Resolves DECISION-1 from issue #713 — Kristerpher to pick SLA variant below.
Recommended: Re: {original subject} — Got it
This matches the acceptance criterion in #713, signals the ticket was received, and avoids the generic "We received your email" pattern that reads like spam. FreeScout fills {original subject} automatically from the conversation subject.
Alternative if the auto-reply module requires a static subject: We got your message — Raxx Support
Rationale: Conservative, credible for a small team at launch. Sets a floor customers are unlikely to be frustrated by. Aligns with the #713 default.
Plain text:
Hi,
Got it — your message is in the queue. We'll get back to you within 1 business day.
If you're seeing something broken on your end, check the status page first — it's often faster:
https://status.raxx.app
You can view and reply to this ticket anytime at:
https://support.raxx.app
— Raxx Support
HTML:
<p>Hi,</p>
<p>Got it — your message is in the queue. We'll get back to you within <strong>1 business day</strong>.</p>
<p>If you're seeing something broken on your end, check the status page first — it's often faster:<br>
<a href="https://status.raxx.app">status.raxx.app</a></p>
<p>You can view and reply to this ticket anytime at:<br>
<a href="https://support.raxx.app">support.raxx.app</a></p>
<p>— Raxx Support</p>
Word count: 63 words (plain text). Under 150.
Rationale: Appropriate once the team is staffed for same-day coverage. Sets a stronger first impression but creates reputational exposure at launch if tickets slip. Do not use this at launch unless you have consistent operator coverage during a defined window.
Plain text:
Hi,
Got it — your message is in the queue. We'll get back to you within 4 business hours.
If you're seeing something broken on your end, check the status page first — it's often faster:
https://status.raxx.app
You can view and reply to this ticket anytime at:
https://support.raxx.app
— Raxx Support
HTML:
<p>Hi,</p>
<p>Got it — your message is in the queue. We'll get back to you within <strong>4 business hours</strong>.</p>
<p>If you're seeing something broken on your end, check the status page first — it's often faster:<br>
<a href="https://status.raxx.app">status.raxx.app</a></p>
<p>You can view and reply to this ticket anytime at:<br>
<a href="https://support.raxx.app">support.raxx.app</a></p>
<p>— Raxx Support</p>
Rationale: Best for solo or part-time operator posture. Honest about the reality without committing to a clock time. Good choice if the product is pre-GA and ticket volume is low. Slightly less formal — fits Raxx voice well. Swap to Variant A or B as team grows.
Plain text:
Hi,
Got it — your message is in the queue. We'll pick it up next time we're online and get back to you directly.
If you're seeing something broken on your end, check the status page first — it's often faster:
https://status.raxx.app
You can view and reply to this ticket anytime at:
https://support.raxx.app
— Raxx Support
HTML:
<p>Hi,</p>
<p>Got it — your message is in the queue. We'll pick it up next time we're online and get back to you directly.</p>
<p>If you're seeing something broken on your end, check the status page first — it's often faster:<br>
<a href="https://status.raxx.app">status.raxx.app</a></p>
<p>You can view and reply to this ticket anytime at:<br>
<a href="https://support.raxx.app">support.raxx.app</a></p>
<p>— Raxx Support</p>
| Link | Include? | Reason |
|---|---|---|
status.raxx.app |
Yes — all variants | Gives the customer immediate self-serve signal if the issue is infra (outage, degraded service). Reduces tickets that are really just "is Raxx down?" |
support.raxx.app |
Yes — all variants | Directs them to the portal to track/reply on the ticket rather than emailing back and forth. Keeps thread clean. |
| Product docs / getraxx.com/help | Not yet | No confirmed URL at time of writing. Add when raxx.io ships or a /help path exists on getraxx.com. Until then, omitting is cleaner than linking to a 404. |
no-reply@raxx.app (per #713 AC)Re: {conversation_subject} — Got it (FreeScout variable: {{conversation.subject}} — verify the exact variable name in your installed version)Pick Variant A (1 business day) at launch. It is the most defensible SLA for a small team, matches the #713 default, and can be tightened to Variant B once you have consistent same-day coverage. Variant C is the honest fallback if you are operating solo during beta and cannot guarantee a business-day window.