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

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    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?

  • 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!

  • 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?

  • 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 :) 
  • Vivian Larbi

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

  • 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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