Question
I want to change the wording of the auto response. How do I do that?
Answer
Email notifications in response to tickets are sent through triggers and automations. By default, your account comes with a 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 this message
- Go to Admin Center, then navigate on the Triggers page.
- Next to the title Notify requester of received request, click Edit.
- Scroll down to Actions to find the message body.
- Make your changes, then click Save.
For more information about the default triggers, see the article: About the Support default triggers
9 Comments
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?
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!
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?
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 :)
Is there a way to add hyperlinks or do rich text editing for automated replies? Would HTML code work?
Hi Vivian!
Yes, you can use HTML to format your triggers — you can find more information here. Thanks!
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?
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!
Hey Brett,
Perfect that clears it up for me! Many thanks!
Please sign in to leave a comment.