How do I send an email in Zendesk? Are emails sent as soon as I submit a ticket?
Business rules generate all email notifications within your account. Triggers are a type of business rule that performs an action based on certain conditions. If you have no active triggers, then no notifications are generated. By default, Zendesk includes triggers to send notifications to your customers for the below events.
- When their new request is received.
- When an agent submits a public comment.
The default triggers also notify agents of the below events.
- When a new request is received.
- When the agent is assigned a ticket.
- When a request is assigned to an agent's group.
- When an end-user submits a comment to an assigned ticket.
Automations can also notify your customers, but apart from the Request customer satisfaction rating (system automation), no other default automation sends emails to your customers.
For more information, see these articles: About triggers and how they work and About the Support default automation.
I'm not sure if this is possible. I have pending tickets. I would like to automatically mark these as solved after 7 days if there is no response from the customer. I can do that. I would like to add an automatic response to the customer that we are closing the ticket. Is that possible?
You can edit your triggers from the Admin Center as mentioned here: Managing Triggers
The trigger you're looking for is Notify requester of received request.
I hope this helps!
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