Automated Response to tickets

9 Kommentare

  • Jessie Schutz
    Zendesk team member

    Hi Shane!

    You can do this with your Triggers: Streamlining workflow with ticket updates and triggers.

    Hope that helps!

    -1
  • Shane Barker

    I know you can set it to send the requester an automated email when they create a ticket but do Triggers allow me to Send a Message to the original source of the ticket?

    Ex. "Hi i would like to know..." comes in as a ticket through direct message. Then an automated response is sent to the direct message saying "We received your question and are gathering info."

     

    0
  • Amy Dee
    Zendesk team member

    Hi Shane! Sorry about the delay in responding.

    Facebook direct messages behave a bit differently than regular tickets, since we do not get the user’s email address. Triggers do not apply on these tickets. Facebook direct message tickets automatically reply through direct message when you add a public comment.

    It may still be possible to set up an auto-responder on Facebook messages, but it would take some extra steps. You’d also want to be careful about sending automated messages through Facebook, so your account isn’t flagged for spam.

    If you want to give it a try, you would need to use a URL target that applies a public comment to the ticket through an API call. Then you would put the comment text in a trigger that fires the target. The details for this sort of workflow are discussed in this awesome community tip.

    0
  • Julie Nc

    Hi there!!
    I am looking at setting up automatic responses to any tickets coming in during the weekends to inform requesters about the company hours from Mon-Fri.
    Anyone knows how to do this? Thanks in advance for your help!!

    0
  • Jessie Schutz
    Zendesk team member

    Hi Julie! Welcome to the Community!

    Have you had a chance to check out our Business Rules feature? That will do exactly what you're looking for!

    0
  • Andrew J
    Community Moderator

    We're working on a new app for this scenario, it will allow you to create rules for auto responses in a manner that is easier to handle than the default triggers option.  Leave a comment if you are interested.

    0
  • Ayal Kellman

    Hi Andrew,

    I'd love to hear more about this app. Thanks!

    0
  • Andrew J
    Community Moderator

    Ayal, app is stalled currently due to other unrelated issues. Still on the development plan.
    The app will basically allow you to create rules for your channels with conditions and actions similar to business rules, but more specific to responses and with the ability to select multiple channels and filter by these etc.
    Would you be prepared to share how much you'd be prepared to pay for this functionality? It would probably be a per agent charge, simply to create an indicative scale for volume of tickets. We could look to create volume plans, but this is extra complexity we'd rather avoid.
    Your thoughts?

    0
  • Ayal Kellman

    Ah - I understand. 

    I'm relatively new to Zendesk so not sure there is much of a budget yet for paid add-ons like this. Perhaps its worth checking back with me in a few months. 

     

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