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

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32 Comments

  • ETURCOTTE

    Is there a way to hide the original message from the automated response?

    Our customer are filling a form on our website and we create a ticket via the API. But in the form, the customer enters some informations and we do some calculations before our staff sees the ticket. But we would like to keep this information hidden from the automatic reply. How can we proceed?

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  • Amy Dee
    Zendesk team member

    Hi ETURCOTTE! The automatic response is sent by triggers. That means you can control what gets included in the email notification. The default Notify requester of received request trigger only has the ticket ID. It doesn't include any other ticket information.

    If you use custom notification triggers, yours may include more ticket details. In particular, there are several different placeholders to add ticket comment(s) to the email.

    I recommend going through your triggers and reviewing the ones that send email notifications. You can learn more about managing triggers in this article on Creating triggers for automatic ticket updates and notifications. You can also see all the placeholder options in the Zendesk Support placeholders reference.

    I hope this helps!

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