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 the article: 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 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 this message
- Click the Admin icon (
) in the sidebar, then select Business Rules > Triggers. - Next to the title Notify requester of received request, click Edit.
- Scroll down to Actions to find the message body.
- Make your changes, then click Save.
32 Comments
Hi, is there a way to add more branding (like an image/logo) into the automatic response? I only see the option to add/edit text.
Hi Steven,
Our Customizing email templates article has a section called Changing the appearance of HTML emails that should help you.
Hope that helps!
HI, is there a way to create more than one welcome message. Often times we send a followup to an older ticket which is closed, and the welcome message is displayed with my followup although the user did not submit a ticket.
The problem is it's above my message.
Maybe if there's a rule or something similar if I use a follow-up, or if an agent creates the ticket, welcome message is not sent or a different message is sent?
Thanks.
Hi Tomislav! Welcome to the Community!
Can you tell me exactly what part of the email notification you're referring to when you say "welcome message"? A screenshot would be helpful.
"Welcome message" in Zendeskian is something different that what you're describing, so I want to make sure I understand what you're asking! :)
Hey Team!
Is there a rule that would have this only be used on weekends? We would like to make this used only on weekends to warn them of the delay and redirect to our knowledge base.
Is there a rule that would work for this?
Thanks :)
How do I add the case link to the email, much like Celigo does?
(https://celigosuccess.zendesk.com/hc/requests/21778).
In addition, the email is all bunched up, no spacing between lines and logo. How do I change the formatting?
Hi Christine!
You can add the ticket link, as well as many other pieces of information, by using placeholders in your triggers.
You can add those placeholders and edit the formatting on your outgoing email notifications by going into your Triggers and editing the email text. You'll access this by clicking the Admin Gear in left toolbar in your agent interface and scrolling down to Business Rules.
Is it possible to remove this part of the email? "##- Please type your reply above this line -##"
Yes, I would like to know this answer as well.
Hi Luke and Christine -
This line of text is the delimiter, and it's what prevents all of the other text in an email from being added to the reply. You can, however customize your delimiter's text and font size, color and what it says. Instructions on how to do that can be found in this article: How can I remove the "##-Please type your reply above this line -##" from my outgoing email notifications?
Do automatic responses count as a first reply? Would we be able to reduce our first reply times if we used automated responses? Thank you!
Hi Beth,
Automatic responses do not count as a first reply time unfortunately. The First Reply Time metric calculates the time from when the ticket was created to the first public response sent out by the agent. You can find more information in our [Calculating first reply time](Be on the Professional or Enterprise Support plan) article which I've attached for you. If you're looking to decrease first reply time it may be worth looking into Macros to help get a response out quicker.
Hope this helps!
Hi there,
Our trigger "Notify requester of received request" defaults to a zendesk administrator as the "from" name. Is there a way to default to a generic senders name for emails sent before the ticket is assigned?
Thank you
Hi Kate,
If you prefer to not show the agents name when an email notification is sent out I would recommend setting up an Agent Alias instead.
You can also navigate to Admin>Channels>Email and select Edit next to your Support address to change the optional name from there.
The last option you can check is located under Admin>Channels>Email. You'll want to double check to confirm if the Personalized email replies is toggled on.
Try toggling that off if none of the other options above work for you.
Hope this helps!
Hey Brett,
The optional name is setup as our company name yet the trigger is still picking up one of our administrators as the sender. This admin hasn't setup the trigger and the trigger doesn't have a senders name specified.
We are happy to have personalised email replies, however this is an automated trigger email sent when the ticket is first created and before anyone is assigned the ticket. I'm unsure how the trigger is picking up that particular admin person as the sender. This admin is a contractor which is why I would prefer the sender be our company name.
Any ideas?
Is there a way to change the auto-response on a particular ticket status, i.e. when using Pending, the customer receives an email that states, "awaiting your response" but we are using pending for internal teams to perform some work.
Hi all,
I would like to add the customers text into the "thank you for contacting us" message. This so that the customer will know what they have contacted us about. Is that possible? For example:
Detailed information about your case:
Hi,
My name is customer and I have a question. Please help.. And so on.
Thank you!
Hey Frida,
Can you clarify where exactly you'd like to include this information? Perhaps a screenshot of where you'd like this displayed? Are you just wanting to show the user information that the requester provided back to them?
Let me know!
Hi Brett,
Thank you for your answear!
Below you will find a picture of the automatic e-mail that is sent to our end users when they send an e-mail to us. The e-mail is telling the customer that "we have recived your case" and so on. Here, I would like the text in the customer e-mail sent by the customer to be shown in the end of the message. Sort of like "this is what you wrote to us". Do you understand what i mean?
Thanks Frida!
You should be able to edit your Notify requester of received request trigger under Admin>Business Rules>Triggers and add the ticket.description placeholder below your text. More information on placeholders here: Zendesk Support Placeholders Reference
Let me know if the above doesn't make sense.
Cheers!
Thanks Brett! Now it works :)
Happy to help Frida :)
I am trying to do the same thing as Friday (add the original email/message to the auto-response) and am not having any luck. I have tried using the following placeholders:
{{ticket.description}}
{{ticket.comment_formatted}}
And neither include the original message in the auto-response. Is there something I am missing here?
Hi Kate,
Welcome to Zendesk Community!!!
Recently zendesk made some changes in outbound email notification rules. Here is what Max said in one of the article
"Zendesk is making a change to our outbound email rules to prevent spammers from using Zendesk as an open mail relay. As a result, your ticket creation email notifications might be affected."
I believe these changes are preventing you to send an email notification .you can get detailed information here
Hope this helps
Stay Safe
Sushant A
Hi Sushant,
Thank you for this. Is there any way around this? Or is it a hard no that we can't do this anymore?
Hello Kate,
I am not sure of the workaround so I think its 'no' until any of the below conditions are false.
The placeholder will not work if ALL three of the following are true:
Regards,
Sushant
We recently set up a webform for creating Zendesk tickets and it is mostly working as expected. One weird issue is that the auto email the requester receives displays the name of a person who no longer works at our org and won't be the person the requester will be interacting with. We want the name associated with the email address the email comes from to be that of our customer service manager, as she will likely be the person interacting with the requester. The email address in question is the same in both cases, this is just the name that gets displayed with the email in the person's inbox.
The person who is showing up on the email is also the one who set up Zendesk and is listed as the owner, in addition to being an admin. My guess is that this is why his name shows up on the email. I'm an admin as well but cannot change his admin or owner status. When I look at the trigger that is activating when someone uses the webform, I don't see a way to change the name of who the email is coming from. The action is "email user" and the people are "(requester and CCs)".
Update: I was able to fix this by changing the name of the account who set up the API, which changed the email name to be that of our organization, so this problem is resolved for us.
Thank you for coming back and sharing the answer you found, Garrison!
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