Is it possible to automatically send a form to the requester when a ticket is created?

Question

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?

Answer

If you send a link that directs users to a ticket form, this creates a new ticket when a customer fills in the form.

As a workaround, create a trigger with an auto-response that asks customers to send the information you want.

To create the trigger

1. Create a new trigger
2. Add the following conditions under Meet all of the following conditions:
   • Object > Ticket > Ticket | Is | Created
   • Object > Ticket > Channel | Is | Email
3. Under Actions, select:
   • Notify by > User email > Object > Ticket | (requester)
4. Add the questions you would like them to answer below
5. Click Create

Once a user emails you and a ticket is created, they will get a follow up email.