Question
I want to update our auto-reply trigger, the Notify requester and CCs of received request trigger. Is there a way to include the body of the email that someone sends in that auto-reply back to them?
Answer
No, due to our outbound email rules, it is not possible to include a customer's message in the initial auto-reply back to them.
The Notify requester and CCs of received request trigger used to include the customer's original message in the response. This functionality was targeted by spammers to pass messages through Zendesk systems to your customers. For this reason, we have made some security changes to our outbound email rules to guard against this behavior.
To learn more about these changes, see the article: Understanding placeholder suppression rules.
7 Comments
I'm not sure why, but if I try to click on the Article linked above, it is saying I am not authorized to access the page. Where else can I read about this? How does everyone get around this? Now no one is able to track their tickets that have been submitted to us and no way to check what they've already submitted a ticket for.
Hello @Amanda Wrobel,
Thank you so much for pointing out the broken link! I'm sorry about that. It looks like the announcement has been archived since it is a bit old. I will get in touch with our documentation team to get that fixed up and sorted out!
I definitely understand the stress of not seeing the initial text of the request in email form. That being said users can always see all their requests with all the comment history and ticket status and everything else by visiting the end user portal in your help center. You can see more about that here: Tracking your support requests.
I hope that helps!
Elissa the link is still restricted "You're not authorized to view" (when I'm logged in to Zendesk support).
Hello Joel Hellman,
I checked the link in question, and it does seem to be working as intended on my end. I would suggest logging in and out of the community and seeing if that resolves this issue.
Best regards.
Hi Joel Hellman
I'm sorry you're having trouble with the link! As Devan mentioned I did some tests and it works for me even in incognito windows. But if you're still having trouble go ahead and google "Submitting and tracking requests in the Help Center customer portal (Guide Professional and Enterprise)" which is the title of the article. And then head down to the section titled "Tracking your support requests".
I hope that helps you get there!
Elissa Devan - Community Manager are we talking about the same link though?
As the first comment does, I'm referring to this link: Upcoming changes to email behavior.(log in/log out tested)
Hello Joel Hellman
Thank you for clarifying! Sorry for the confusion. You are right that "upcoming changes" article seems to have been archived as it was just an announcement. We've since written up an article to describe the behavior which you can find here https://support.zendesk.com/hc/en-us/articles/360053706053-Understanding-placeholder-suppression-rules.
I will update the article above accordingly as well.
Thanks so much for catching that!
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