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

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11 comments

  • 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?

     

    Thanks.

  • Avatar
    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! :)

  • 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 :)

  • Avatar
    Christine Berry

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

    (https://celigosuccess.zendesk.com/hc/requests/21778).

  • Avatar
    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.

  • Avatar
    Luke Humfries

    Is it possible to remove this part of the email? "##- Please type your reply above this line -##"

  • Avatar
    Christine Berry

    Yes, I would like to know this answer as well.

     

  • Avatar
    Nicole - Community Manager

    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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