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?
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
- Click the Admin icon ( ) in the sidebar, then select Business Rules > Triggers.
- On the top right of the page, select Add Trigger.
- Add the following conditions under Meet all of the following conditions:
- Ticket | Is | Created
- Channel | Is | Email
- Under Actions, select:
- Email user | (current user) or (requester).
- Click Save.
For the original conversation, see Initial Ticket email with response questionnaire .