Danielle Rodriguez

Our team has received numerous customer complaints that the acknowledgement emails they receive via trigger do not contain any identifying information.  If they submit say, 5 tickets in a row, they do not know which ticket number pertains to which request.

We tried adding the {{ticket.description}} placeholder to our trigger, as this would alleviate the issue.  However, it was confirmed by Zendesk that this won't work as it is blocked when sending to the requester and CCs.  The reason being issues with Spam when include the ticket description, which seems to be a very odd reasoning when spam could affect any and all tickets whether or not this placeholder is used. Zendesk seems to have pretty involved Spam filters already, so I'd hope there will be able way to update and allow this placeholder in the future.