Is it possible to automatically send a form to the requester when they email in a ticket?

Question

I want users to receive an email back with a ticket form when they email us instead of submitting a request on our portal. Is it possible to automatically send a form to the requester when they email in a ticket?

Answer

You can send a link that directs users to a ticket form as a response using a business rule but this creates a new ticket when a customer fills in the form.

As a workaround, you can use triggers to create an auto-response that asks customers to send the information you want to get.

To create the trigger

1. Click the Admin icon (  ) in the sidebar, then select Business Rules > Triggers.
2. On the top right of the page, select Add Trigger.
3. Add the following conditions under Meet all of the following conditions:
   • Ticket | Is | Created
   • Channel | Is | Email
4. Under Actions, select:
   • Email user | (current user) or (requester).
5. Click Save.

For the original conversation, see Initial Ticket email with response questionnaire .