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

Triggers and automations send email notifications in response to tickets. By default, the account comes with a default trigger called Notify requester and CCs of received request and responds to each received ticket with the message below:

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

To add additional comments, reply to this email.

To edit the trigger message, enter your account and follow the steps below:

1. Go to Admin Center, then navigate to the Triggers page
   
2. Locate and click the trigger titled Notify requester and CCs of received request
3. Scroll down to Actions to find the message body
4. Make your changes, and click Save

For more information about the default triggers, see the article: About the Support default triggers.