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

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16 Comments

  • ETURCOTTE

    Is there a way to hide the original message from the automated response?

    Our customer are filling a form on our website and we create a ticket via the API. But in the form, the customer enters some informations and we do some calculations before our staff sees the ticket. But we would like to keep this information hidden from the automatic reply. How can we proceed?

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  • Amy Dee
    Zendesk Customer Care

    Hi ETURCOTTE! The automatic response is sent by triggers. That means you can control what gets included in the email notification. The default Notify requester of received request trigger only has the ticket ID. It doesn't include any other ticket information.

    If you use custom notification triggers, yours may include more ticket details. In particular, there are several different placeholders to add ticket comment(s) to the email.

    I recommend going through your triggers and reviewing the ones that send email notifications. You can learn more about managing triggers in this article on Creating triggers for automatic ticket updates and notifications. You can also see all the placeholder options in the Zendesk Support placeholders reference.

    I hope this helps!

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  • Derek

    is there anywhere to see a record of the triggered responses that are sent to a particular email address?

    So John Q writes in. The trigger automatically sends him an email and closes the ticket.

    Where is the record of that auto-response?

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  • Brett Bowser
    Zendesk Community Manager
    Hey Derek,

    You should be able to view the ticket events within said ticket to see which triggers have fired and what notifications have been sent out. The documentation I linked will provide more information :) 
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  • Vivian Larbi

    Is there a way to add hyperlinks or do rich text editing for automated replies?  Would HTML code work?

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  • Holly
    Zendesk Customer Care

    Hi Vivian!

    Yes, you can use HTML to format your triggers — you can find more information here. Thanks!

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  • Mobyfox Customer support

    Hi There,

    I am trying to set up an automatic response email and I want to set it up so that when a certain email is sent to us containing certain text, that trigger and automatic email (that I have made) to be sent and to solve the ticket, How do i go about doing that?

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  • Brett Bowser
    Zendesk Community Manager

    Hey Scott,

    I threw together a quick trigger that will hopefully point you in the right direction here:

    Let me know if that's not what you're looking for!

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  • Mobyfox Customer support

    Hey Brett,

    Perfect that clears it up for me! Many thanks!

     

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  • Hayley Johnson

    Hi! 

    I want to switch our email channel off and route all tickets through to the helpcentre. Please could somebody share how I can set an automated message for all 'New' emails that we receive but to ensure that I am not sending that same automated message to a customer who is responding to an email on an recent open ticket or re-opened ticket? 

    Thanks! 

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  • Joe

    Hi,

    I want to include an image in my auto response but cannot seem to make it work ?

    For my macro responses I just dragged and dropped the image but this not work under triggers ?

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  • Randy Gentil

    Hello - I am trying to setup a Trigger to send a specific auto-reply when received at one of our emails. We currently have a general auto-reply setup for all other emails. I can't seem to stop the general auto-reply to trigger. I also don't see an option to select which would not send the general auto-reply when received at X email. Any suggestions?- Thanks!

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  • Gabriel Manlapig
    Zendesk Customer Care

    Hi Joe Keville,

    To include an image in the body of a trigger notification, find the image you want to include in the email body and get the direct URL for that image.

    In the email body of the trigger's action, include <img src="image_url"> and replace the image's direct URL where it says "image_url". It should look like this:


    For more details, please see this article: 

    Can I add images to the body of emails sent by triggers or automations?

    I hope this helps! Thank you!

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  • Mark Sokolowski

    Hi,

    Just like Randy Gentil I have the same use case. We have a general auto-reply for all tickets but want to create a separate notification for tickets that come through a specific email channel. I only see the ability to include email channels in the "Received at" field, with no way to select "Is Not".

     

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  • Claus Meisel

    We have the current flow:

    when an enterprise customer purchases our product, we add their org to zendesk and all tickets they file are under that org (domain). We have an issue where customers misuse tickets to ask more and more questions about unrelated items which messes up the ticket count. So we would like to not allow any more answers or respond via email but force users to log into zendesk to see the latest responds we gave. The problem is that users don't know they have an org and account in zendesk. How can we provide an auto responds that gives them a link to reset their account pro-actively. something like, please log into your zendesk account using the above link. If you don't know or forgot your zendesk login you can reset it here...

    thanks

    claus

     

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  • Arianne Batiles
    Zendesk Customer Care

    Hi Claus Meisel,

    You can add a placeholder like {{ticket.link}} or {{ticket.url}} in the trigger email notification which will prompt the end-user to sign in when they click on it. This is provided that the user has already registered in Guide. For the list of placeholders we have, you can refer here.  

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