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?
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. Learn more in this article: Understanding placeholder suppression rules.