Automated first-response that goes back to the Client Admin's team when they raise a ticket about this install. You (Super Admin / operator) configure what the auto-reply says, on which channels, with what delay. Per-category, optional severity filter, can set initial ticket status.
{{ticket.number}}, {{ticket.title}}, {{reporter.name}} (the Client Admin who raised it), {{ticket.url}}, {{eta_hours}}. Only one rule fires per ticket — most specific category match wins.