I’ve tried to find a solution for quite some time. Based on the info I’ve gathered from both the Zendesk’s knowledge base and past discussions on this community, it seems this is not possible at the moment.
The obvious solution to the problem would be using triggers. But the catch here is that we can’t reply via email because I’ve made it so that an email address is not required for creating a ticket.
So here’s how things go: We’ve embedded the Zendesk Support mobile sdk into our app. Whenever a user wants to send us a message, they can simply type something and hit “send”. A ticket is then created. There’s no “subject field”. No email address is required either.
What I want to achieve is that, whenever such a ticket is created, the system automatically and instantly sends a preset reply. (What I actually want is to send a certain preset reply based on keywords contained in the user’s original ticket message)
One of the available trigger actions is “Email user”. This doesn’t suit my need because there isn’t an email address to work with. A “reply to ticket” action would be what I’m looking for. But it seems that such an action is nonexistent even with the highest-tier subscription plan.
I found a reply (made by a Zendesk community manager to another post) that mentioned “auto-repling with macros” is not possible due to technical issues.(link) I’m wondering if this is why “auto-replying to plain ticket” is impossible as well.
I’d be very thankful if someone can shed some light on this subject.
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