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

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28 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?

    1
  • 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?

    1
  • Holly
    Zendesk Customer Care

    Hi Vivian!

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

    0
  • 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!

    1
  • Mobyfox Customer support

    Hey Brett,

    Perfect that clears it up for me! Many thanks!

     

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  • User 5629941

    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!

    1
  • 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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  • Lina Akkad

    Hi I have 2 questions
    1- Can the ticket submitter include email addresses that a confirmation goes to them and automatically cc's the additional contacts?
    2- How can I edit the confirmation of ticket request to include the form submitted by the requester?

    Thank you!

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  • Ed Morris

    Hi, is there a way to stop auto-responses being sent to someone who has CC'd our support email address into their communications? Doing some trials for a research project and would help minimise confusion with the people we're working with. Cheers!

    0
  • Jupete Manitas
    Zendesk Customer Care
    Hi Lina, thanks for writing in! 
    1. Can you clarify if you are looking to add a CC to one of the actions when the trigger "notify requester of received request" fires?
    2. The triggers don't have that capability yet in sending or include the form submitted by the requester. You can see the actions available for triggers here.
    If this is the information you are looking for, you may check this guide: Can I use triggers to automatically CC end users?
    Thank you! 
    0
  • Customer Operations Team

    Hey Brett Bowser - Is there a way to see the email that was sent by the trigger within the main ticket thread? Rather than just within the events view, please? 

    0
  • Taskade Team

    How do we disable emails being sent initially after a support request is made on http://help.taskade.com ?

    0
  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hi Taskade Team thanks for reaching out! Are you referring to the email notification that the ticket is received? If so, that is handled by the triggers in your account. You can maybe add a condition that will prevent the notification to be sent when it came from that support request page. 

    If you still need assistance to accomplish this, please feel free to contact us via Messaging and we'd be happy to assist! Thank you!

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  • Abdelhameed Khaled
    I created a trigger to notify requester and add a tag but it does not notify requester if the ticket from web form or chat although it add the tag and works fine with email channel
     
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  • Siena

    Hello! I was able to create a trigger but our team needs the following criteria and I'm not sure if there is a functionality for this situation:

    • Only have the trigger for the weekend or outside support hours (i.e. time-based trigger)
    • Can the automated-response contribute to the first time response? For example, someone emails us in the weekend and they receive an automated response but we don't respond to them on until Monday morning. Will the first-time response data only capture when an agent responds or is there a way for the auto-response contribute to the first-time response?
    1
  • Daniel Paublini

    Hi, we have created a trigger an automated-response email and it's working fine. It is possible to add a condition that sets the trigger after a given amount of time. For example, we want the auto-response email to be sent 30 min after we receive the email from the client. Thanks for your help. 

    0
  • Walter

    Daniel Paublini

    No, it is not possible to add a condition to a trigger that is based on time.

    For that, you need to create an automation instead.

    0
  • Carter Wehrer

    ZenDesk Team: 

    I am trying to use the simplified threading, but our users are getting an email on original ticket creation that is blank. It appears to be the "Notify requester of comment update", but no comments have been added yet. 

    They have already written in via email and initiated the conversation. We don't want to send them an auto reply noting that we've received it, we just want them to get the message when we personally reply. 

    How do we adjust this trigger?

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  • Joyce
    Zendesk Customer Care
    Hello Carter,
     
    The notification comes from the trigger Notify requester of comment update set off when an update is made on a ticket. In your case, it seems that you are seeing this trigger firing upon ticket creation. We recommend revisiting your trigger and modifying it with the condition Ticket | Is | Updated to avoid firing on ticket creation. 
     
    You can also check if the trigger Notify requester and CCs of received request is enabled as this is the one that notifies the requester and anyone who is copied on the ticket via email that their request has been received and has become a ticket.  
     
    If you continue to observe the issue, we ask that you please contact us here so we can investigate specifics with your account.
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