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



  • Avatar
    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.

  • Avatar
    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!

  • Avatar
    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?



  • Avatar
    Jessie Schutz

    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! :)

  • Avatar
    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 :)

Please sign in to leave a comment.

Powered by Zendesk