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Emeline Leguillou

Adhésion le 13 sept. 2022

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Emeline Leguillou a ajouté un commentaire,

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Hi, 

As shown in this article (https://www.zendesk.co.uk/blog/setup-auto-responses-to-common-questions-with-triggers/#georedirect), it was one possible to "notify user" without sending a separate email when we want to automate answers with triggers. 

Is this still available, and how? We are trying out the "send email" to the requester, but this is not a good solution as it creates more tickets for nothing. We want to answer a ticket directly with a trigger or an automation, and make it appear as a public reply inside the thread of the original request, not as a separate email. We tried "Bot answer" as well, and got the same result. 

This feels like it is one of the most basic things we should be able to do, but for some reason, we can't find how. 

Thanks in advance for your help. 

Afficher le commentaire · Publication le 13 sept. 2022 · Emeline Leguillou

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