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Automation to send public reply when new ticket is received

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Nikki Mier

Publication le 07 déc. 2023

Hi ZD community!

I would like to create an automation / trigger to send a public reply when a new ticket is first received.

Reason being, we are a vacation company are are about to have a product launch for the 2026 season - and each new booking will create a new ticket which reservations will have to review and reply to.

I know that when this release happens we will have a BIG wave of new tickets and it will take reservations 2-3 weeks complete the follow up.

I would like for the system to automatically send a reply a few hours after receiving acknowledging the new order, and informing the sender of the expected delay.

I would like for this to appear as a public reply and not as the standard notification sent after a new ticket is received.

thank you!

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    Christine Diego

    Zendesk Customer Care

    Hi Nikki,
     
    You can use our default trigger sample Notify requester and CCs of received request for your use case and modify the message to fit your needs. 

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