Can I include the customer's original message in my auto-reply email trigger?

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5 Comments

  • Joel Hellman

    @... the link is still restricted "You're not authorized to view" (when I'm logged in to Zendesk support). 

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  • Devan - Community Manager
    Zendesk Community Manager

    Hello @...,

    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. 

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  • Elissa Tikalsky
    Zendesk Digital Resources Team

    Hi @...

    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!

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  • Joel Hellman

    @... @... 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)

     

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  • Elissa Tikalsky
    Zendesk Digital Resources Team

    Hello @...

    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 You are right that "upcoming changes" article seems to have been archived as it was just an announcement.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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