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, Zendesk's outbound email rules do not include a customer's message in the initial automated response sent to the customer.
This functionality can be targeted by spammers to pass their own messages through Zendesk systems to customers. For this reason, Zendesk implemented security measures to outbound email rules to guard against this behavior.
To learn more about these security measures, see the article: Understanding placeholder suppression rules.
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 La Spisa
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
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
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 You are right that "upcoming changes" article seems to have been archived as it was just an announcement.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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