How do I edit the automatic response sent to someone who submits a ticket?

Question

How do I edit the automatic response sent to someone who submits a ticket?

Answer

Triggers and automations send email notifications in response to tickets. By default, the account includes a standard trigger called Notify requester and CCs of received request and responds to each received ticket with the message below:

Your request ({{ticket.id}}) has been received and is being reviewed by our support staff.

To add additional comments, reply to this email.

To edit the trigger message:

1. In Admin Center, go to Objects and rules > Business rules > Triggers
2. Locate and select the trigger titled Notify requester and CCs of received request
3. Scroll to Actions to find the message body
4. Apply your changes and select Save

For more information about the standard triggers, see About the Support default triggers.

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What is the standard auto-reply for new tickets? How does the ticketing system notify an end user when they submit a request? What notification rule sends an automatic response to a customer?

Your Zendesk account or instance includes a standard trigger or auto-reply titled Notify requester and CCs of received request. This notification rule sends email notifications in response to tickets or support conversations. The help desk or ticketing system uses this rule to respond to each received ticket with a message that confirms receipt and notes that support staff reviews the request.

How do I edit the automatic response sent to someone who submits a ticket? How do you change the auto-reply email message? How can I modify the notification rule for a received request?

To edit the trigger or auto-reply message text, follow these steps:

1. Go to Admin Center > Objects and rules > Business rules > Triggers.
2. Locate and select the notification rule or trigger titled Notify requester and CCs of received request.
3. Scroll to Actions to find the message body.
4. Apply your changes to the message.

Select Save to complete your changes.