First Reply time SLA - skipping the auto reply


2 Comentarios

  • Kyle Beaulieu

    How is your trigger configured? We do the same in our company (a 'thank you for contacting us' kind of thing) but the way I have our trigger setup is Action > email user > requester and CC's. This emails the person that sent the email, but it doesn't add that email to the ticket.

    If this is how you have yours setup as well, but it's not doing what you want, can you attach a screenshot of how your trigger is setup? This will help determine what needs to be changed. 

  • Nizar Halaoui

    It works with tickets sent by users as emails and I will follow your advice but doesn't work with tickets from the mobile app help center


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