How do I edit the automatic response sent to someone who submits a ticket?

Question

How do I edit the automatic response sent to someone who submits a ticket?

Answer

Email notifications in response to tickets are sent via business rules like triggers or automations (see About triggers and how they work or About automations and how they work). By default, your account comes with a trigger called Notify requester of received request and responds to each received ticket with the following message:

Your request ({{ticket.id}}) has been received and is being reviewed by our support staff.

To add additional comments, reply to this email.

{{ticket.comments_formatted}}

To edit this message

1. Click the Admin icon ( ) in the sidebar, then select Business Rules > Triggers. 
2. Next to the title Notify requester of received request, click Edit.
3. Scroll down to Perform these actions to find the message body.
4. Make your changes, then click Save.