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



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    Steven Johnson

    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.

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    Jennifer Rowe

    Hi Steven,

    Our Customizing email templates article has a section called Changing the appearance of HTML emails that should help you. 

    Hope that helps!

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    Tomislav Pribanic

    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?



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    Jessie - Community Manager

    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! :)

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    Tom Finn

    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 :)

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    Christine Berry

    How do I add the case link to the email, much like Celigo does?


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    Christine Berry

    In addition, the email is all bunched up, no spacing between lines and logo. How do I change the formatting?

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    Jessie - Community Manager

    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.

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