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
- 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 Perform these actions to find the message body.
- Make your changes, then click Save.
Comments
11 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?
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